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South Africa

Quality Assurance Officer

Company Blu Label Connect
Reference # B178
Published 25/11/2021
Contract Type Permanent
Salary Market Related
Location Cape Town, Western Cape, South Africa
Introduction
We are a JSE-listed company that sells innovative technology for mobile commerce to emerging markets in South Africa and abroad. Our users are rich, poor, urban and rural, and we allow them all to interact and transact on an equal footing. We target many of our services at people who do not have easy access to bank accounts, and we allow them the convenience of being able to transact where and when they want to. At Blue Label Telecoms, we’re looking for outliers. People who have a drive to better themselves, their teams and the business with every decision and interaction. We have built an organisation that recognises achievements and celebrates successes. We thrive on collaboration and offer our team members excellent work environments where enjoyment is a part of the experience.
Job Functions Quantity Surveying
Industries Telecommunications
Specification
The Quality Assurance Officer is responsible for the achievement of clearly defined quality standards by the Customer Interface Centre and Back Office personnel. The QA Officer ensures that customer interactions are monitored, assessed and Agents are coached or trained where interactions are not up to standard to ensure continuous improvement of people, processes and procedures
Requirements
RESPONSIBILITIES

Quality Assurance
Understand and execute QA processes and methods relating to the call centre requirements.
Meet service level objectives of assessments per Team Leader / Customer
Service Rep per month for quality assurance monitoring.
Conduct interviews and provide feedback within 24 hours of assessment of an interaction with the customer.
Escalate, report and/or provide recommendation to Team Leaders on disciplinary requirements.
Submit regular updates / feedback / reports to the Team Leader.
Participate in monthly meetings and monthly reporting schedules.
Provide immediate feedback to the Continuous Improvement Team Leader where zero-rated assessments or disciplinary issues are found.
Manage own performance to defined targets and service levels.
Meet or exceed service level targets.

Coaching and Training
Provide input into the performance and training schedule in order to drive continuous improvement in quality of customer interactions and query resolution.
Identify and report on gaps in training related to attaining First Level Resolution targets.
Work closely with the Trainer to identify capability gaps for resolution by the Trainer.
Ensure input into coaching, training and performance happens regularly to schedule (at least monthly) to drive rapid improvement in efficiencies.

Client Relationships Management
Improve turnaround time for resolving client issues.
Display a passion for client service, client satisfaction and commitment to meeting and exceeding client expectations.
Increase customer satisfaction ratings.

BEHAVIORAL COMPETENCIES

Drive excellent working relationships
Passion for customer service
Collaboration with others
Commitment to team work
Demonstrates initiative
Motivated to invest in career & self-development


EDUCATION

Matric
A diploma in a business-related field

EXPERIENCE

At least 2 years’ experience in a call centre environment is required.
Demonstrated experience in practicing quality assurance methods and processes.
Proven experience in identifying skills gaps and escalating to drive overall skill improvement.
Job Closing Date 09/12/2021
   
   
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Last Updated: 30-6-2021 [21.06.02.21]
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