Description:
We are seeking a detail-oriented and analytical Quality Assurance Agent to join our team. This role is critical in monitoring and evaluating the performance of sales and service teams to ensure adherence to business standards, regulatory requirements, and overall service excellence. The ideal candidate will have a strong understanding of contact centre operations and quality control principles.
Key Responsibilities
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Monitor and evaluate inbound and/or outbound calls, emails, or other customer interactions for quality assurance.
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Conduct assessments to ensure compliance with internal procedures, service level agreements (SLAs), and industry regulations (e.g., TCF, FAIS, and POPIA where applicable).
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Provide actionable feedback to agents and team leaders to drive continuous improvement.
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Identify trends, risks, and training needs from quality monitoring insights.
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Collaborate with Training and Operations teams to improve overall service quality.
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Prepare QA reports and dashboards to communicate findings to management.
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Ensure quality control standards are maintained across all client interactions.
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Participate in calibration sessions to align QA standards across teams.
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Maintain up-to-date knowledge of company products, processes, and industry compliance requirements.
Requirements:
-
Monitor and evaluate inbound and/or outbound calls, emails, or other customer interactions for quality assurance.
-
Conduct assessments to ensure compliance with internal procedures, service level agreements (SLAs), and industry regulations (e.g., TCF, FAIS, and POPIA where applicable).
-
Provide actionable feedback to agents and team leaders to drive continuous improvement.
-
Identify trends, risks, and training needs from quality monitoring insights.
-
Collaborate with Training and Operations teams to improve overall service quality.
-
Prepare QA reports and dashboards to communicate findings to management.
-
Ensure quality control standards are maintained across all client interactions.
-
Participate in calibration sessions to align QA standards across teams.
-
Maintain up-to-date knowledge of company products, processes, and industry compliance requirements.
- Quality Assurance: 2 to 3 years
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Matric (Grade 12) is essential.
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A minimum of 2 years' experience in a Quality Assurance or similar role within a call centre or financial services environment.
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Strong analytical and reporting skills.
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Sound understanding of compliance, customer service standards, and process audits.
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Excellent verbal and written communication skills.
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High level of attention to detail and accuracy.
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Ability to work independently and manage time effectively.
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Proficient in Microsoft Office (Word, Excel, Outlook).
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Exposure to CRM, QA, or call recording software will be advantageous.
-
Matric (Grade 12) is essential.
-
A minimum of 2 years' experience in a Quality Assurance or similar role within a call centre or financial services environment.
-
Strong analytical and reporting skills.
-
Sound understanding of compliance, customer service standards, and process audits.
-
Excellent verbal and written communication skills.
-
High level of attention to detail and accuracy.
-
Ability to work independently and manage time effectively.
-
Proficient in Microsoft Office (Word, Excel, Outlook).
-
Exposure to CRM, QA, or call recording software will be advantageous.