Quality Assurance Agent

2 weeks 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 agents’ compliance to the respective process and systems and address areas where risks are identified.
- **Feedback & Coaching**:

- Provide feedback on call centre agents QA standards to relevant stakeholders to determine consistency and compliance.

**requirements**
- **Education**:

- Grade: 12.
- Insurance: RE5+ FAIS.
- **Experience**:

- 3-4 Years’ Experience in a Call Centre.
- **Knowledge/ Skills**:

- Additional Language.
- Insurance: FSCA Compliance.

**about us**

Mr Price Group is a high growth, omnichannel, fashion-value retailer with 8 trading divisions, namely**:mrp** ; **mrphome**; **mrpsport**; Miladys; sheetstreet; **mrpmoney; **Power Fashion & Yuppiechef.

We’re movers and shakers.

We pride ourselves on our fast-moving, fast-working and collaborative culture. Our extensive market-leading retail knowledge means that our environment fosters creativity, curiosity, and a need for exploration.

We employ over 16000 incredible people, and retail in over 1000 South African based stores, almost 100 international stores, and through our online channels offering our full product assortments.

Mr Price Group is an equal opportunity employer and is committed to Employment Equity.

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