Description:
Job Title: Call Quality Assurance (QA) Specialist
Company: Exclusive Essentials
Location: Rosebank
Job Type: Full [Full-time/Part-time]
About Us:
Exclusive Essentials is a dynamic and customer-eccentric organization dedicated to delivering exceptional customer experiences. We're seeking a detail-oriented and analytical Call QA Specialist to join our Quality Assurance team.
Job Summary:
As a Call QA Specialist, you will play a crucial role in evaluating and improving the quality of our customer interactions. You will listen to and assess customer calls, identifying areas for improvement and providing feedback to our customer service representatives. Your goal will be to ensure that our customers receive exceptional service, driving loyalty and growth.
Key Responsibilities:
1. Call Evaluation: Listen to and assess customer calls, evaluating the quality of service provided by our customer service representatives.
2. Quality Scoring: Assign quality scores based on predefined criteria, identifying areas for improvement.
3. Feedback and Coaching: Provide constructive feedback and coaching to customer service representatives, highlighting areas for improvement.
4. Process Improvement: Identify opportunities for process improvements, recommending changes to enhance customer experience.
5. Reporting and Analysis: Compile and analyze data on call quality, providing insights and recommendations to management.
Requirements:
1. 2 to 4+ years of experience in a quality assurance or customer service role, preferably in a call center environment.
2. Excellent analytical and problem-solving skills, with attention to detail.
3. Strong communication and interpersonal skills, with ability to provide constructive feedback.
4. Ability to work independently and as part of a team.
5. Familiarity with quality monitoring software and call center technology.
What We Offer:
1. Basic Salary plus Competitive Commission.
2. Opportunities for career growth and professional development.
3. Dynamic and supportive work environment.
4. Recognition and reward for outstanding performance.
How to Apply:
If you're a detail-oriented and analytical professional passionate about delivering exceptional customer experiences, please submit your application, including your resume and cover letter, to exclusiveessentialsrecruitment@gmail.com. We can't wait to hear from you!
Exclusive Essentials is an equal opportunities employer
Job Type: Full-time
Experience:
Quality: 4 years (Required)
Location:
Johannesburg, Gauteng (Required)
Work Location: In person