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 dailyEvaluate 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 interactionsProvide detailed, insightful, and constructive feedback on evaluationsEnter daily quality assurance (QA) data into Excel spreadsheets in order to track scores and trendsConduct weekly feedback sessions with team leaders to discuss individual and team performanceConduct team leader Agent calibration sessionsRecord in detail any deviations / errors identified through the quality assessmentProvide 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 performanceProvide and highlight trend analysis which will identify growing trendsProvide weekly/monthly reports to business, which illustrates consultant quality scores, trends and calibration variances
Requirements:
Grade 12 or equivalentDegree/Diploma (Desirable)Mukuru call centre training course3 – 5 years customer service experience (Essential)QA experience in a call centre environment (Essential)Able to read, write, understand and speak English and Chichewa fluently (Essential)Knowledge of money transfer proceduresKnowledge of FICA regulationsKnowledge of African currenciesKnowledge of customer service principlesKnowledge of communication techniques and practicesKnowledge of ScriptingKnowledge of SurveyingAbility to handle multiple tasks in a production-driven environmentAbility to adapt well to new situations and shifting prioritiesMust be flexible with schedule
Additional Skills:
Communication (verbal and written)Problem SolvingSelf-motivatedAdaptable and Influential
Note: Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a 'work-like' environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.
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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