Quality Assurer

MAIN PURPOSE OF THE JOB:

• To maintain the quality assurance processes within the Call Centre to ensure that all areas of quality are monitored including methods representing the brand via email, fax and telephone communication
• To attend quality assurance calibration sessions to ensure consistency of monitoring and evaluation processes
• Assist the training department where required to support the overall Quality assurance process
• To build an open, honest and transparent route of communication between Quality Assurers, Agents, Team Managers, and Management for overall quality improvement management

KEY ACCOUNTABILITIES:

• Perform quality assessments, Agent coaching (where required) and inform Team Managers and Management of findings
• Participate in the design of quality assurance formats and quality standards
• Use quality monitoring data to report quality performance at team and individual level
• Provide coaching feedback to Agents on quality assurance outputs
• Provide feedback to Team Managers and Managers on the coaching
• To provide up-to-date and on-time quality assurance statistics to manage the Contact Centre outputs enabling the delivery of superior customer service within SLA targets for Operations areas
• Assist Compliance with interaction monitoring for compliance related items

Technical and Functional Knowledge and Skills:

• Fluency in Zulu, Xhosa or Tswana is a requirement
• Understanding of the Retail Credit Account Management business
• Strong communication (both verbal and written) and customer service skills
• Computer literate
• Ability to work in a highly competitive and dynamic environment
• Efficient in Microsoft Office

Essential Qualifications and Experience:

• Must have a Senior Certificate – Grade 12
• Exposure to the QA environment will be advantages
• Must be numerate and have strong attention to detail