Quality Assurance Agent

Main Purpose

The Quality Assurance (QA) Agent is responsible for monitoring, evaluating, and improving the performance and service delivery of the contact centre and support functions. This role ensures that customer interactions meet internal standards and regulatory compliance, while contributing to the development of a world-class customer experience. The QA Agent also supports ongoing training and development initiatives to drive continuous improvement and uphold SADV’s XTRA-ordinary service promise.

ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS)

Quality Monitoring and Auditing

• Conduct regular audits and assessments of customer interactions (calls, chats, emails, etc.) to ensure alignment with SADV standards and service expectations.
• Score interactions based on predefined criteria and provide timely feedback to relevant teams.
• Identify and report gaps, deviations, and training needs through monitoring insights.

Issue Resolution

• Analyse escalations and complaints to identify root causes and recommend corrective actions.
• Collaborate with team leads and operations to resolve quality-related issues effectively and efficiently.

Process Improvement

• Review quality trends, customer feedback, and performance metrics to recommend process enhancements.
• Participate in the development and implementation of best practices for improved customer engagement.

Training Support

• Assist with onboarding and ongoing training by delivering QA-related feedback and insights.
• Support the QA Training and Marketing Supervisor with the creation and facilitation of training material aligned to quality benchmarks.

Documentation and Reporting

• Maintain accurate and organised records of audits, evaluations, feedback, and actions taken.
• Compile and present QA reports, insights, and recommendations to management on a regular basis.

Cross-Functional Collaboration

• Liaise with Customer Service, Technical Support, Sales, and other departments to ensure quality standards are consistently met.
• Champion quality and customer experience within the broader team.

Compliance and Standards

• Ensure adherence to internal quality policies, industry regulations, and compliance requirements (e.g., POPIA).
• Proactively raise compliance risks or quality breaches.

Continuous Learning

• Stay informed about industry trends, tools, and methodologies in Quality Assurance.
• Take part in relevant workshops, certification programs, or forums to sharpen QA expertise. Participate in workshops or seminars to enhance professional development

Competencies and Minimum Requirements:

Qualifications:

• Matric / Grade 12 or suitable equivalent (Required)
• Quality Assurance certification (Advantageous)
• Minimum 1 year of Quality Assurance experience within a contact centre
  

Experience:

• Exposure to the telecommunications sector, particularly fibre internet (Advantageous)
• Experience in customer journey mapping and VOC (Voice of the Customer) advocacy
• Exposure to training facilitation and coaching methodologies

Working Conditions

Office Based – Bryanston, Johannesburg

Travel when required

Disability Status

N/A