Quality Assurance Assessor

The main purpose of this position is to enhance the customer experience journey by assessing call centre interactions (calls, email, chat, other), enable low-risk and zero-surprises and producing reports which tells the story of the customer experience journey. Actively engage stakeholders for information sharing purposes regarding quality findings and trends. Contribute towards Continuous Improvement initiatives to improve compliance, processes, systems and skills.

Key Responsibilities

Daily Quality audits as per process requirement
Provide Feedback to the agents for defects identified
Conduct Customer repeat analysis for all the errors received from the clients
Complete feedback targets per the QSD
Contribute brainwave ideas to improve the process
Assist in preparing relevant quality reports
Identify the improvement areas for agents and share it with the Manager - Quality
Communication with clients, when required
Help operations in identifying the training needs for call centre agents

Knowledge, Skills and Attributes:

Analytical skills and time management
Coaching and Feedback
Conflict Management
Interpersonal skills and people skills
High attention to detail and accuracy
Exceptional knowledge of customer care process and systems
Proficiency in verbal & written English
Strong communication and interpersonal skills
Excellent working knowledge of MS Word and Excel
Strong administrative skills
Excellent presentation skills
Ability to master new applications quickly
Excellent organizational, time management and co-ordination skills
Strong analytical ability and logical thinking style
High sense of accountability
Team player
Goes the extra mile

Qualifications

Grade 12/Matric
Minimum 12 months’ experience as a quality assessor

Please note only suitably qualified individuals need to apply. Please forward and updated CV to [email protected]