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Quality Assurance Specialist

2 weeks ago

Centurion, South Africa CLC Full time

CLC is looking for Quality Assurance Specialist to integrate quality into the business by ensuring that every customer contact is a demonstration of absolute dedication towards providing first time ideal solutions for the satisfaction of customers immediate and future needs.

To ensure call quality improves incrementally to reach a standard of 90% per call per consultants (target set by organization).

To ensure the consistent implementation of company standards and procedures.

**Duties includes but not limited to**:
1. Evaluate Calls as per agreed ratio and method, within turnaround time.

2. Effectively coach consultants on service gaps identified and how to close them.

3. Conduct quality and coaching workshops as regularly as required.

4. Ensure that policies and procedures are up to date, accurate and easily accessible to all relevant parties.

5. Provide coaching service to team leaders and customer experience ambassadors in your portfolio to ensure that QA gaps identified are addressed.

6. Provide support structure to the Learning and Development team by feeding back training performance trends and identifying quality gaps.

7. Working closely with the Learning and Development team in developing training needs analysis and assist in the delivery of training.

**Minimum Requirements are**:
1. 2-3 years Training Experience

2. Excellent verbal, written and interpersonal communication skills.

3. Outstanding customer service skills and dedication to providing exceptional customer care.

4. Solid time management skills.

5. Must be proficient with Microsoft Office (intermediate Word, basic Excel).

6. Bi-lingual a plus.

7. Ability to pay attention to detail.

**Salary**: R22,000.00 - R26,000.00 per month

**Salary**: R22,000.00 - R26,000.00 per month

Ability to commute/relocate:

- Centurion, Gauteng: Reliably commute or planning to relocate before starting work (required)