Quality Assessor

2 days ago


Cape Town, South Africa O'Dwyer Personnel Full time

CT - CBD

Growing company seeks to employ a Quality Assessor within their UK utilities space

The QCA is responsible for monitoring calls/ transactions, reporting, and feedback to the agent

**Duties**:

- Conduct Transaction Monitoring as per guidelines defined in the QSD
- Provide feedback to associates based on monitoring results
- Prepare transaction monitoring reports and ensure timely and accurate reporting
- Conduct ongoing analysis of quality performance and recommend actions for improvement at associate / process level
- Update Prompt with performance data to ensure timely and accurate reporting of SLAs
- Participate in calibration exercises on a regular basis to ensure consistency in measurement.
- Work closely with Trainer / SME and Operations team to conduct team huddles
- Perform transaction processing as per defined policies and procedures
- Co-ordinate all process improvement initiatives with process Black Belt.
- Engage with Trainers / SME, Team Leaders, Supervisors, Managers and Senior Managers and Executives
- Liaise with clients for the process quality interactions and calibrations

**Requirements**:

- Minimum 2 year QA experience (non -negotiable)
- BPO experience essential
- Matric essential
- Clear credit and criminal record

**Job Type**: Permanent

**Salary**: R18,000.00 - R23,000.00 per month

**Experience**:

- Quality Assessor: 2 years (required)


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