Job Description

1. Monitoring and Evaluation:

Call Monitoring:

QA specialists listen to and evaluate agent interactions (calls, chats, emails) against predefined criteria.

Performance Assessment:

They assess agent performance based on metrics like adherence to scripts, product knowledge, problem resolution, and customer satisfaction.

Compliance Checks:

QA ensures agents follow company policies, regulatory requirements, and data protection laws.
2. Feedback and Coaching:

Providing Feedback:

QA specialists offer constructive feedback to agents, highlighting areas of strength and areas needing improvement.

Coaching and Training:

They may conduct coaching sessions and recommend training programs to enhance agent skills.

Calibration:

QA specialists participate in calibration sessions to ensure consistency in evaluations across the team.
3. Identifying and Addressing Issues:

Trend Analysis:

QA analyzes data to identify recurring issues, trends in customer interactions, and areas for process improvement.

Root Cause Analysis:

They investigate the underlying causes of performance issues to develop effective solutions.

Process Improvement:

QA specialists collaborate with management to implement process improvements based on their findings.
4. Reporting and Communication:

Performance Reports:

They prepare reports summarizing agent performance, quality trends, and areas of concern.

Communication:

QA specialists communicate findings and recommendations to agents, supervisors, and management.

Documentation:

They maintain accurate records of evaluations, feedback, and training sessions.
5. Developing and Maintaining Standards:

Quality Standards:

QA specialists develop and maintain internal quality standards and scorecards.

Process Documentation:

They create and update standard operating procedures (SOPs) for training, onboarding, and customer support.

Policy Compliance:

QA ensures that company policies related to customer service quality are followed.
Any other duties aligning within job description.

An ideal candidate must also match the following charecteristics

Communication and Excellent coaching skills

Diligence

An analytical approach

Empathy

Problem solving

Call monitoring

Drive business growth

Ensure consistency

Use real-time reporting and analytics

Allow agent self-assessment

Appropriate call closing

Assess agent performance

Automate quality assurance tasks

Automate sending of customer surveys

Completing root cause analysis

Conduct regular QA testing and maintenance

Define your goals clearly

Job Types: Full-time, Permanent

Pay: R7000,00 per month

Education:

High School (matric) (Required)
Language:

English and other South African languages (Preferred)
Location:

Sandton, Gauteng (Preferred)
Work Location: In person

Application Deadline: 2025/07/17