Quality Assurance Agent

1 week ago

Durban, South Africa Mdalisu Financial Services Full time

Main Purpose of Role

The Quality Assurance Specialist will be responsible for scoring and/or assessing the quality of calls.

The Quality Assurance Specialist is also responsible for increasing the department's customer satisfaction rating by making sure that the Sales & Customer Services team provides exceptional customer service.

A key part of the role is to also identify trends, high risk & delinquent consultants.

Skills required

1. Basic computer skills.

2. Strong telephone and communication skills along with active listening.

3. Problem-solving skills.

4. Must be multilingual - written & verbal communication.

5. Able to identify customer challenges and provide feedback to ensure future customer satisfaction.

6. Good multi-tasking skills.

7. Must be coachable.

8. Must be target driven in terms of maintaining 100% QA ratios (Sales/CS calls v QA’s done)

9. Diplomacy - must be diplomatic when providing QA feedback, ensure no favouritism/biasness exists when

evaluating calls.

Key Performance Areas

1. Search for and listen to call recordings.

2. Manage calls in a timely manner.

3. Evaluate and record QA (Quality Assurance) scores based on various criteria of the scorecard (e.g.,

compliance, the accuracy of information provided to the customer, professionalism, etc.)

4. Identify strengths, opportunities for improvement, and any compliance violations in customer interactions.

5. Provide detailed, insightful, and constructive feedback on evaluations/score cards.

6. Enter daily quality assurance (QA) data into Excel spreadsheets in order to track scores and trends.

7. Conduct weekly feedback sessions with Team leader/ QA Co-ordinator/QA Team.

8. Conduct agent/consultant calibration sessions, based on results from QA feedback data.

9. Record in detail any deviations / errors identified through the quality assessment.

10. Provide QA support for investigations including non-conformance, misleads, fraud etc.

11. Provide weekly/monthly reports to Team leader/QA Co-ordinator, which illustrates agent/consultant

quality scores, trends, and calibration variances.

12. Provide feedback on lead management - are agents dispositioning calls correctly, not burning data, etc.

13. Required to meet daily, weekly, monthly targets set by the company. (QA scoring/coaching/calibration).

14. Report hourly/session work activities to manager. (Time sheet).

15. Maintain 6hours call listening time daily.

16. Ensure equipment and devices are operational by following set procedures and notify team leader in event

of a breakdown.

17. Maintain good attendance at all times.

18. Ad hoc duties.

**Job Types**: Full-time, Permanent

**Location**:

- Durban, KwaZulu-Natal (preferred)

  • Quality Assurance Agent

    1 week ago

    Durban, South Africa Mr Price Group Full time

    We’re on the search for a vibrant, well-spoken, and passionate Quality Assurance (QA) agent who will be responsible for monitoring and evaluating calls made by call Centre agents, and providing coaching to poor performing agents, to ensure that compliance, quality standards and excellent customer service levels are maintained. **a day in your...

  • Quality Assurance Agent

    21 hours ago

    Durban, South Africa Synergy Contact Centre Full time

    We are Hiring Quality Assurance Agents!! **Requirements**: - Proficiency In English (verbal and written) - International or Domestic Experience - Utilities experience Advantageous What we offer - R5250.00 Basic Salary - Performance Bonus - Permanent Contract of Employment - Career advancement Certificate - Wellness Benefits (Medical Aid Contribution +...

  • Quality Assurance Agent

    2 weeks ago

    Durban, South Africa Urban Lifestyle Rewards Full time

    **About us** Urban Lifestyle Rewards is a small business in UMHLANGA PLAZA. We are professional, agile, and our goal is to Urban Lifestyle Rewards are looking for an experienced quality assurance consultant who has attention to detail,applicant must pose a keen ability to adhere to SLA, we offer a competitive basic salary and an awesome working environment....

  • Quality Assurance Agent

    2 weeks ago

    Durban, South Africa Debt Solutions SA Full time

    Debt Solution SA is recruiting for a Quality Assurance Agent To join our team in our Essenwood offices **DUTIES AND RESPONSIBILITIES** - Create scorecards providing accurate feedback - Listening to and assessing calls - Provide accurate feedback - Report on any trends or patterns that may be occurring - Filter information regarding non-compliance to Team...

  • Quality Assurance Agent

    6 days ago

    Durban, South Africa Talksure Pty Ltd Full time

    Talksure has a fantastic opportunity for Quality Assurance Agents. Do you have the below experience and are you looking for a career in a well-renowned FSP? Then Yes, TALKSURE is the place to be. DUTIES AND RESPONSIBILITIES Create scorecards providing accurate feedback Listening to and assessing calls Provide accurate feedback Report on any trends or...

  • Quality Assurance Agent

    1 week ago

    Durban, South Africa Mr Price Group Full time

    **purpose** The Quality Assurance (QA) agent is responsible for monitoring and evaluating calls made by call centre agents, and providing coaching to poor performing agents, to ensure that compliance, quality standards and excellent customer service levels are maintained. **key responsibilities** - **QA Monitoring**: - Monitor and review call centre...

  • Quality Assurance Agent

    4 days ago

    Durban, KwaZulu-Natal, South Africa Talksure Full time R200 000 - R250 000 per year

    Talksure has a fantastic opportunity for Quality Assurance Agents. Do you have the below experience and are you looking for a career in a well renowned FSP? Then Yes TALKSURE is the place to be.DUTIES AND RESPONSIBILITIESCreate scorecards providing accurate feedbackListening to and assessing callsProvide accurate feedbackReport on any trends or patterns that...

  • Quality Assurance

    2 weeks ago

    Durban, South Africa Debt Solution SA Full time

    Debt Solutions SA is looking for Quality Assurance Agents

  • Quality Assurer

    3 days ago

    Durban, South Africa Nedbank Full time

    **Job Classification** - Job Family- Credit - Career Stream- Credit Management - Leadership Pipeline- Manage Self: Technical - FAIS Affected**Job Purpose** - To evaluate the quality of calls made by call centre agents in line with Nedbank policy. **Responsibilities**: - To meet target by listening to randomly selected calls per agent. - Identify...

  • Quality Assurance Specialist — Customer Experience

    4 days ago

    Durban, South Africa Huntswood Full time

    A leading quality assurance company in Durban seeks a Quality Assessor. The role involves maintaining quality standards, assessing support interactions, and providing constructive feedback to agents. Ideal candidates will have experience in call monitoring, excellent interpersonal skills, and a commitment to exceeding customer expectations. This position...