Quality Assurance Agent

4 days ago

Cape Town, South Africa Outworx Full time

The QAA will complete monitoring activities, including but not limited to; call evaluations for sales and service functions of the business, ensuring compliance with regulatory rules, industry and business standards and best practice.

RESPONSIBILITIES:

- Keep updated on the best business practice developments and trends.
- Monitor/review on an ongoing basis in conjunction with Client assurance structure adherence to quality and regulatory standards to identify opportunities for improvement to increase efficiencies and improve quality.
- Ensure that all documentation/records are accurate and complete and are kept up to date.
- Promote a culture of treating customers fairly and acting in the customer's best interest.
- Ensure compliance with all company policies and procedures across all business functions.
- Provide timely and accurate reporting and feedback to Business.
- Escalate all material issues/concerns and ensure that all such matters are escalated
- Identify issues which may or potentially may impact customer experience and escalate them.
- Conduct and complete assurance/monitoring activities.

**REQUIREMENTS**:

- Grade 12 or equivalent NQF4 level qualification
- Exceptional listening and analytical skills
- Auditing or Analytics Qualification advantageous
- Literate in Microsoft Excel, PowerPoint and Word
- Assume responsibility for accuracy and performance
- Proficient writing and oral skills

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

Ability to commute/relocate:

- Umhlanga, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (preferred)

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