Quality Assessor

1 day ago

Fir St Observatory Cape Town South Africa WNS Global Services Full time R104 000 - R156 000 per year
Company Description

We require the services of a Quality Assessor to join our new sales team. The main purpose of this job is to perform quality control audits to evaluate accuracy and effectiveness of operations. We are looking for professional, high performance individuals, with attention to detail, accuracy, and problem-solving skills to manage and monitor quality for all processes.

Job Description
  • Conduct compliance checks to meet SLA's
  • Conduct quality audits and provide feedback to managers
  • Hold regular meetings with team leaders and agents
  • Provide feedback to agents on assessments
  • Conduct analysis based on consolidated data to enhance process improvements
  • Ensure accurate data capturing
  • Monitor a select number of agents per day, per week.
  • Calibrate quality assurance scoring with management
  • Achieve and maintain acceptable quality scores
  • Participate in staff meeting and collaboration sessions with management to exchange ideas and
  • Continually examine opportunities for quality improvements and adherence
Qualifications

Grade 12

Additional Information
  • At least 1 year call center experience in sales
  • Previous experience in QA essential
  • Prior working experience in Utilities or Oil and Gas industries is advantageous
  • Proficiency in Microsoft Office packages (Word, Outlook, Excel)
  • Excellent interpersonal and communication skills
  • High attention to detail and accuracy

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