Contact Centre QA Specialist

A vacancy exists for a Contact Centre QA Specialist within the Micro Merchant Division – Operations, in JHB/Cape Town.  

As the Quality Assurance Specialist, you will be responsible for monitoring, assessing, and enhancing the quality assurance processes for the contact centre.

Key Responsibilities include, but are not limited to:

Quality Monitoring:

  • Responsible for setting QA standards for the QA and Trainers and then assessing the outcomes in conjunction with the Contact Centre Team Leaders.
  • Monitoring the QA’s and adapting the QA Methodology based on the outcomes.

Performance Evaluation:

  • Assess agents’ adherence to scripts, procedures, and compliance requirements.
  • Identify strengths and areas for improvement in agents’ communication, problem-solving, and customer service skills.
  • Provide detailed and constructive feedback to agents based on evaluation results.

Reporting and Analysis:

  • Maintain accurate records of QA evaluations, scores, and feedback.
  • Analyze QA data to identify trends, common issues, and areas for improvement.
  • Prepare regular reports on QA findings and present them to management and other stakeholders.

Training and Development:

  • Collaborate with trainers to design and implement targeted training programs based on QA findings.
  • Participate in training sessions to provide QA insights and ensure alignment with quality standards.
  • Assist in developing training materials and resources to address identified skill gaps.

Process Improvement:

  • Recommend process improvements and best practices to enhance customer service quality.
  • Work with management to update and refine QA standards, criteria, and evaluation processes.
  • Stay updated on industry trends and advancements in quality assurance methodologies.

Compliance and Standards:

  • Ensure that all QA activities comply with regulatory requirements and company policies.
  • Monitor and enforce adherence to data privacy and security protocols during interactions.

In order to be considered for this position, the following requirements must be met:

  • Matric/Grade 12.
  • Certification in quality assurance or related.
  • Proven experience in a contact center environment, with a focus on quality assurance.
  • Strong knowledge of contact center operations, customer service principles, and QA methodologies.

Technical Competencies:

  • Proficiency in Microsoft Office Suite and data analysis tools.