Quality Assurance

Role purpose:

The Operational requirement for the SQA’s consists of the following with regards to the new Quality Framework;

• Complete end-to-end agent assessments in order to ensure that the customer’s experience with the Call Center results in First Call Resolution and tNPS

• Coach and feedback to agents to ensure FCR improvement.

• Support the Team Leaders and Supervisors with feedback, urgent call traces, trend analysis and other adhoc support functions.

• Attend Quality Framework calibrations and team meetings

• Visit Business partner sites and do side by side call listening and capture process gaps

• Perform and report Gap analysis

• Publish reports and track progress

• Compile reports on analysis completed

• Coach QA’s and TL’s within Business unit, found non adherence to the set model

• Monitor sampling methodology at the beginning of each month

• Fortnightly reviews to check progress and address issues

• Knowledge of Telecomms products and services

CRM Tools advantageous
Extensive Knowledge of QC techniques (Call Evaluation, Coaching, Feedback, Data Analysis)
Proficiency in MS Word, MS Excel & MS PowerPoint
Skills:
Conflict management skills
Coaching and Feedback
Problem solving skills
Stress management
Communications skills – verbal and written is essential
Facilitation skills
Interpersonal skills
Analytical skills to be able to assimilate data from different sources and create actionable insights
Stakeholder management
Negotiation
Time Management
Experience:
Education:
Matric
A relevant Degree/Diploma or 3 yrs experience in Quality management frameworks
1yr Experience in Business analysis / Business Improvement/ Data analysis
Customer Experience methodologies
Agile methodology
The site operates on a 24/7 basis, whereby we will be offering transport home for those working unsociable hours. We will also be offering a hybrid WFH and WFO