Quality Assurance Specialist - Cape Town, South Africa - Global Connect Recruitment

Global Connect Recruitment
Global Connect Recruitment
Verified Company
Cape Town, South Africa

3 weeks ago

Thabo Mthembu

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Thabo Mthembu

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Description

Key Features:

  • Help develop evaluation programs that maximizes the output and productivity of the company.
  • It should provide rootcauses of problems, possible solutions and provide actionable insights for performance improvements.
  • Work in partnership with the operations team to help build an evaluation form, along with the process of sharing the information to ensure improvements are documented as part of an overall plan.
  • Monitoring Customer Interactions and providing actionable insights.
  • Calibration Sessions to keep the company's stakeholders aligned on the operational objectives.


  • Training and Coaching

  • Agents need to be trained on quality policies and procedures.
  • Compliance Monitoring adhering to compliance measures to ensure greater agent understanding of required scripting or fulfilment obligations and reducing business vulnerabilities.
  • Driving Innovation and Optimizing Processes
  • Agent Engagement developing training & development methodologies, monitoring their KPIs, acknowledging them for their achievements and teaching them the organizational objective to deliver a consistent brand experience.
  • Improving Overall Contact Centre Efficiency

Requirements:


  • Matric
  • 12 years' experience as QA
  • Clear credit and criminal record
  • Available to work shifts.

Salary:
From R7,000.00 per month


Ability to commute/relocate:

  • Cape Town,

Western Cape:
Reliably commute or planning to relocate before starting work (required)


Shift availability:

  • Night Shift (preferred)
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