Quality Assurance Agent

Job Purpose

We are seeking detail-oriented Quality Assurance Agents to uphold our commitment to excellence across all sales and service channels. You will be instrumental in monitoring performance, identifying areas for improvement, and ensuring regulatory and quality standards are consistently met.

Key Responsibilities

• Quality Monitoring: Evaluate customer interactions and service delivery to ensure adherence to internal and external quality standards.

• Performance Metrics: Assess services and products against predefined metrics, ensuring compliance and customer satisfaction.

• Reporting: Deliver regular performance updates, highlighting operational challenges and resource needs.

• Continuous Improvement: Proactively identify and support improvements in QA processes and business operations.

• Internal Engagement: Participate in internal inspections and collaborate with teams to identify process enhancements.

• Coaching and Feedback: Provide constructive feedback and training to improve agent performance and customer experience.

• Support: Assist with customer service tasks when needed and ensure timely completion of administrative duties.

Competencies

• Accountability & Initiative: Takes ownership of tasks and strives for excellence.

• Communication: Communicates clearly and effectively across diverse audiences.

• Collaboration: Builds strong working relationships to achieve shared goals.

• Analytical Thinking: Reviews data critically and makes sound, confident decisions.

• Planning & Organisation: Manages workload effectively to meet deadlines.

• Technical Proficiency: Basic numerical, computer, and reporting skills required.

Education

• Matric (Grade 12)
• Certificate in Quality Assurance Administration (preferred)

Experience

• Minimum 2 years’ experience in a call centre environment as a QA
• Hands-on experience with QA practices and identifying skill gaps