Quality Assurance Consultant
Cape Town, Western Cape, South Africa
Job Description
Description
Job Title: Call Centre Quality Assurance Consultant
Company: Mango5 Call Centre
Location: Airport Industrial, Cape Town
Salary: Market related
Working Hours: Monday to Friday, 8am to 5pm with a marathon day once a week.
Job Overview:
We are seeking an experienced Quality Assurance (QA) consultant to join our growing call centre team at Mango5. The successful candidate will be responsible for monitoring and evaluating call centre agents' performance, ensuring that customer service standards are met, and making recommendations for improvement.
Responsibilities:
- Conduct regular call monitoring and evaluation of call centre agents
- Provide feedback and coaching to agents to improve performance
- Analyze call centre data and metrics to identify areas of improvement
- Develop and maintain quality assurance procedures and best practices
- Collaborate with the call centre team to identify and resolve performance issues
- Ensure that customer service standards are being met and exceeded
- Provide regular reports on call centre performance to management
- Requirements:
- A minimum of 1-2 years of experience in Quality Assurance in a call centre environment
- Matriculation (Grade 12)
- Clear criminal record
- Excellent verbal and written communication skills
- Ability to analyse data and metrics to identify areas of improvement
- Strong organizational and time management skills
- Ability to work well under pressure and meet tight deadlines
- Strong problem-solving skills and attention to detail
Work Level
Junior
Type
Permanent
Salary
Market Related
EE Position
No
Location
Airport Industria
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Job Detail
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Job IdJD1254367
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationCape Town, Western Cape, South Africa
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EducationNot mentioned