QA - BPO Contact Centre

Quality Assurer

Cape Town

Quality Assurance Specialist will be responsible for scoring and/or assessing the quality of the inbound and Outbound calls taken by our Contact Center Agents to monitor the calls and assess Agent demeanor, technical accuracy, sales performance and conformity to Quality Component business requirement. 

Essential Duties and Responsibilities:

• Search for and listen to call recordings from various teams (e.g., Sales, Customer Care, Non voice channel, etc.) daily
• Evaluate and score recorded calls based on various criteria (e.g., compliance, accuracy of information provided to the customer, professionalism, etc.)
• Identify strengths, opportunities for improvement, and any compliance violations in customer interactions
• Provide detailed, insightful, and constructive feedback on evaluations
• Enter daily quality assurance (QA) data into Excel spreadsheets in order to track scores and trends
• Conduct weekly feedback sessions with team leaders to discuss individual and team performance
• Conduct team leader Agent calibration sessions
• Record in detail any deviations / errors identified through the quality assessment
• Provide QA support for investigations including non-conformance, root cause analysis complaints.
• Assist Quality Assurance Compliance Supervisor/Quality Assurance Manager with audits as needed.
• Proactively communicate internally with key stakeholders and management concerning quality issues, improvement initiatives, and overall performance

Reporting

• Provide team leaders and managers with weekly/monthly combined assessment reports based on the errors made and discuss performance
• Provide and highlight trend analysis which will identify growing trends
• Provide weekly reports to business, which illustrates consultantâ??s quality scores, trends and calibration variances

Self-Development

• Ensure that Product knowledge is continuously developed and that the required standard for product knowledge is maintained
• Look for opportunities to develop and improve competencies
• Ability to apply logic and methods to solve difficult problems with effective solutions.
• Ability to work with minimum supervision, adapt to a changing environment quickly, and think independently
• Strong interpersonal skills and ability to work effectively at all levels in a collaborative team environment.
• Demonstrate attention to detail and accuracy in work, especially in composing, typing, and proofing, establishing priorities and meeting deadlines.
• Results driven, bottom-line oriented, strive to exceed goals, and motivate self and others to achieve positive outcomes.
• Communicate effectively both verbally and in writing with managers, colleagues and individuals inside and outside the organization.
• Exhibit a professional manner in dealing with others and work to maintain constructive working relationships.

• Ability to handle multiple tasks in a production-driven environment
• Ability to adapt well to new situations and shifting priorities
• Must be flexible with schedule
• QA experience in a call centre environment preferred
• Minimum of 1-year call centre experience
• Matric Certificate or equivalent