Quality Assurance Specialist

Details of the offer

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 handle all customer service-related escalations, conducting root cause analysis while handling customer complaints and tailoring their approach accordingly. A key part of the role is to identify opportunities to make product or service suggestions based on our customers' needs.

Duties and Responsibilities (Include but are not limited to): Search for and listen to call recordings, chats, and emails for all team members daily. Evaluate and score recordings based on various criteria of the scorecard (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 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 and 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. Requirements: Grade 12 or equivalent. 3 – 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 procedures and FICA regulations. Knowledge of customer service principles and communication techniques. Ability to handle multiple tasks in a production-driven environment. Must be flexible with schedule. Self-Development: Ensure that product knowledge is continuously developed and that the required standard for product knowledge is maintained. Ability to apply logic and methods to solve difficult problems with effective solutions. Strong interpersonal skills and ability to work effectively at all levels in a collaborative team environment. Results-driven, bottom-line oriented, strive to exceed goals, and motivate self and others to achieve positive outcomes. Exhibit a professional manner in dealing with others and work to maintain constructive working relationships. Additional Skills: Communication (verbal and written). Problem Solving. Self-motivated. 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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Nominal Salary: To be agreed

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