6-month Contract
A vacancy exists for a Contact Centre Quality Assurer within the VAS and Card division, Kazang Connect, in Sandton, Johannesburg.
The purpose of the role is to enhance the quality of the service the team provides to our customers, increase their efficiency, and reduce wasteful spending. The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre. The QA will monitor inbound and outbound call and email responses to assess advisors’ demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call centre quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer experience.
Key Responsibilities include, but are not limited to:
- Perform daily quality assessments for advisors, on all platforms, to ensure compliance with processes and procedures.
- Investigate complaints and immediately address failures.
- Hand over any training requirement picked up from QA sessions to the trainer to action with clear improvement areas and timelines.
- Perform live assessments on client engagements per advisor.
- Schedule weekly feedback sessions with advisors (positive and improvement)
- Identify risks, contribute to action plans, and monitor the progress of these.
- Track improvement monthly.
- Monthly reports to management (number of assessments, progress, gaps, and warnings due to no improvement).
- Add all scores, improvement areas, plans and progress to the overall performance feedback report.
- Draft / Review the quality assessment scorecard to ensure it is relevant.
- Identify areas of service improvements and drive customer experience improvement initiatives for the business based on QA findings, while coaching agents for success in executing superior service to customers.
In order to be considered for this position, the following requirements must be met:
- Matric.
- Quality Assurance Qualifications.
- Excel Qualifications will be advantageous.
- 12 months of Contact Centre and Client Services experience.
- 3+ years QA / Trainer experience.
- CallBi experience will be advantageous.
Technical Competencies:
- Computer skills i.e., proficiency in MS Office applications.
- Excel Qualifications will be advantageous.
- Knowledge of online assessment tools (Forms, SharePoint).
Behavioural Competencies:
- Outstanding customer service skills and dedication to providing exceptional customer care.
- Exceptional listening and analytical skills.
- Research, analytical and problem-solving skills.
- Ability to work shifts, weekends and public holidays when needed.
- Solid time management skills.
- Must be able to effectively deal with people at all levels inside and outside of the Company.
- Creative ability & writing proficiency.
- Ability to multitask and successfully operate in a fast-paced, team environment.
- Must adapt well to change and successfully set and adjust priorities as needed.
- Onsite Role.
To apply for this position, include a 2–3-page CV, specifying the position you are applying for, for the attention of Lezanne Amos at Lezanne.amos@kazang.com
Applications close: 2 August 2023
