We're on the lookout for a Quality Assurance Specialist to become a valued member of our team in Cape Town.
The Quality Assurance Specialist will be responsible for scoring and/or assessing the quality of calls, chats and emails taken by our Payment Operations team. You will monitor and assess the quality of customer interactions across all channels.
This role reports directly to the Quality Assurance Supervisor and the QA specialist will be responsible for handling all customer service related escalations, conducting root cause analysis whilst handling customer complaints and tailoring their approach accordingly. A key part of the role is to also identify opportunities to make product or service suggestions based on our customers' needs.
If you're a Chichewa speaker with experience in Quality Assurance, we want to hear from you! Apply now and join our dynamic team.
Duties and Responsibilities (Include but is not limited to):
Search for and listen to call recordings, chats, emails for all team members daily
Evaluate and score recorded based on various criteria of the score card (e.g., compliance, accuracy of information provided to the customer, professionalism, etc.)
Identify strengths, opportunities for improvement, and any compliance violations in customer interactions
Provide detailed, insightful, and constructive feedback on evaluations
Enter daily quality assurance (QA) data into Excel spreadsheets in order to track scores and trends
Conduct weekly feedback sessions with team leaders to discuss individual and team performance
Conduct team leader Agent calibration sessions
Record in detail any deviations / errors identified through the quality assessment
Provide QA support for investigations including non-conformance, root cause analysis complaints.
Assist Quality Assurance Supervisor with audits as needed.
Proactively communicate internally with key stakeholders and management concerning quality issues, improvement initiatives, and overall performance
Reporting:
Provide team leaders and managers with weekly/monthly combined assessment reports based on the errors made and discuss performance
Provide and highlight trend analysis which will identify growing trends
Provide weekly/monthly reports to business, which illustrates consultant quality scores, trends and calibration variances
Self-Development:
Ensure that Product knowledge is continuously developed and that the required standard for product knowledge is maintained
Look for opportunities to develop and improve competencies
Ability to apply logic and methods to solve difficult problems with effective solutions.
Ability to work with minimum supervision, adapt to a changing environment quickly, and think independently
Strong interpersonal skills and ability to work effectively at all levels in a collaborative team environment.
Demonstrate attention to detail and accuracy in work, especially in composing, typing, and proofing, establishing priorities and meeting deadlines.
Results driven, bottom-line oriented, strive to exceed goals, and motivate self and others to achieve positive outcomes.
Communicate effectively both verbally and in writing with managers, colleagues and individuals inside and outside the organization.
Exhibit a professional manner in dealing with others and work to maintain constructive working relationships.
Requirements:
Grade 12 or equivalent
Degree/Diploma (Desirable)
Mukuru call centre training course
3 – 5 years customer service experience (Essential)
QA experience in a call centre environment (Essential)
6 – 12 months data analysis (Desirable)
Able to read, write, understand and speak English and Chichewa fluently (Essential)
Knowledge of money transfer procedures
Knowledge of FICA regulations
Knowledge of African currencies
Knowledge of customer service principles
Knowledge of communication techniques and practices
Knowledge of Scripting
Knowledge of Surveying
Ability to handle multiple tasks in a production-driven environment
Ability to adapt well to new situations and shifting priorities
Must be flexible with schedule
Additional Skills:
Communication (verbal and written)
Patience
Problem Solving
Diplomacy
Self-motivated
Trust
Multi task
Inter personal
Adaptable and Influential
If you do not receive any response after two weeks, please consider your application unsuccessful.
NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S DIVERSITY AND INCLUSION PLANS.
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