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Quality Assurance Agent

2 weeks ago

Cape Town, Western Cape, South Africa Surgo PTY Full time


Job Description:

Overview:

Our client, a prominent BPO based at Airport Industria, Cape Town is recruiting for a skilled Quality Assurance Agent (German Speaking) to join their team.

The Quality Assurance Agent - German role is responsible for monitoring and evaluating the quality of customer service interactions to ensure adherence to company standards and regulatory requirements. This position involves reviewing customer interactions, providing feedback to CSRs, and identifying areas for improvement. The QA specialist plays a critical role in maintaining high service quality and customer satisfaction.

Key Responsibilities:

  • Monitor and evaluate customer service interactions to ensure quality standards are met.
  • Provide detailed feedback to CSRs on their performance.
  • Identify areas for improvement and recommend training or process adjustments.
  • Collaborate with the training team to develop quality improvement initiatives.
  • Ensure compliance with regulatory requirements and company policies.

Requirements:

  • Fluent in German and English.
  • Experience in quality assurance or a similar role in a customer service environment.
  • Strong analytical and communication skills.
  • Attention to detail and ability to provide constructive feedback.

Salary:

  • Basic + Commission based on KPIs achieved 
  • Including: Medical Insurance + Home and Trauma Assist
  • This is not a medical aid

Working Hours: - Central European Time Zone

(Same as South African time zone currently)

Monday to Friday: 08h00 19h00

Saturday: 10h00 14h00

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply. Please note that as a registered member of APSO, Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email



Required Skills:

Assurance
Quality Assurance



R None - None
South African Rand)