Quality Assurance

Quality Assurance Agent Needed

Our company, One Source Direct, is searching for a Quality Assurance Agent on behalf of Zoom Fibre.

Main purpose of the job:
We require a quality assurance agent who is a professional and responsible for monitoring, inspecting and proposing measures to correct or improve an organization's final products in order to meet established quality standards.

The Quality Assurance Agent will responsible for these following day to day Duties:

- Extracting, Listening to calls from the call Centre channel and evaluating the sales standards
- Conducting Individual Scorings (1-10) to analyse quality and performance
- Contribute to team performance by attending and participating in collaboration sessions.
- Produce relevant reports, analyse, and share insights with direct team and/or Manager

The Role of a Quality Assurance Agent will add value in improving Quality within the Company:

- Incoming and Outgoing calls ( Telesales, Retentions)
- At the current moment, there is no one evaluating daily interactions across the call centre to ensure that
- All incoming calls and outgoing calls meet the company standard. I.E : call recording disclosure and consent
- For Order Placement and Information sharing to the respective isp’s ( POPI Act)
- And also Suggesting on which Coaching/ Training Should take place on specific agents who are not performing before conducting performance management/Improvement.

The Quality Assurance Agent will conduct Daily Call Evaluations based on the call volumes and also:

- Improve call quality I.E: Telephone etiquette, Call Recording Disclosure, Pitch and Tone during a call ,
- Soft Skills analysis e.t.c
- This will in return equip the agent in ensuring that they adher to the companies call centre policy/standard
- And are also closing quality sales.
- Weekly Call Collaboration Sessions will also be beneficial towards the Agents in pointing out areas of
- Improvement prior to listening to the call recording.

Salary - R15 000.00

Notes : This position is office based and extended hours may have to be worked pending on requirement from management.

**Salary**: R15,000.00 per month

Ability to commute/relocate:

- Rivonia, Gauteng: Reliably commute or planning to relocate before starting work (preferred)