Quality Assurance Specialist - Parktown, South Africa - Hollard Recruitment

Hollard Recruitment

Verified Company

Parktown, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Job Advert Summary:

This incumbent will be responsible for performing quality audits for internal operational processes in accordance with the HAD Internal QA procedures.

In doing so the Quality Assurance Specialist provides assurance to Business Unit management that business operational processes have been followed, call scripts have been adhered to and areas of non-conformance have been escalated timely to management.

Key Responsibilities

Conduct quality audits for customer calls, business processes, operational transactions and internal line of business systems.
Monitor internal Business Units to ensure that internal standard operating procedures are being met and managed, and give the necessary feedback in terms of process gaps identified.
Assist in the development of quality control measurements, audit sheets and process changes in line with business requirements.
Review and analyse data and business processes to identify trends for continuous improvement
Prepare reports and communicate to business units as and when required.
Assist with and/or conduct coaching and training for business units to ensure continuous improvement and full adherence to business processes.
Take ownership of queries and offer possible solutions to the various stakeholders and ensure all QA queries are resolved effectively and timely.
Participate in special assignments on various project teams as determined by Management.

Required Knowledge and Experience:

2 years in Quality Assurance or Contact centre
Critical reasoning
Written and verbal communication
Initiating
Resourcing
Implementing execution

Educational Requirements:

Diploma in Quality Assurance
Relevant QA certification

All Hollard appointments are made in line with our DEI policy.

Hollard is unapologetically committed to creating and enabling a workplace that values your diversity with a true sense of care, dignity and inclusion.?We actively seek to hire for your different lived experiences (including, but not limited to disability, race, religion, ethnicity, culture, language and social origin, gender diversity, sexual orientation, neurodiversity). These grounds enhance cognitive diversity and psychological safety in our workplace for everyone._
We proudly promote the "Hollard Way we work," which is a combination hybrid work environment at this time.? We offer flexibility in our work as far as possible, dependent on the nature of the role. Even if you don't meet all our selection criteria, we encourage you to apply_