Quality Assurance Consultant - Johannesburg, South Africa - Afrihost Home Connect
1 week ago
Description
Job Overview:
As a QA Consultant, you will play a crucial role in ensuring the quality and reliability of software products and systems.
Your primary responsibility will be to assess, plan, and implement quality assurance processes to meet client requirements and industry standards.
You will collaborate with development teams, project managers, and clients to identify and address quality issues throughout the software development life cycle.
Key Responsibilities:
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Quality Assurance Strategy:
- Develop and implement effective QA strategies based on project requirements.
- Collaborate with project stakeholders to define quality goals and metrics.
Defect Management:
- Identify, document, and track software defects.
- Work closely with development teams to prioritize and facilitate the resolution of defects.
Process Improvement:
- Evaluate existing QA processes and recommend improvements.
- Implement best practices for testing and quality assurance.
Documentation:
- Maintain comprehensive documentation of test plans, test cases, and test results.
- Prepare and deliver detailed QA reports to project stakeholders.
Additional Responsibilities:
Social Media Escalations:
- Monitor and review all social media reviews related to the products or services.
- Provide detailed reports to management, summarizing key findings and recommendations for improvement.
Hello Peter Reviews:
- Respond promptly to Hello Peter reviews, addressing customer feedback and concerns.
- Ensure that responses are timely, professional, and aligned with the company's customer service standards.
QA Scorecards:
- Evaluate a minimum of 10 QA scorecards per day, ensuring accuracy and consistency.
- Provide constructive feedback to agents to enhance their performance.
Diligence and Zero Errors:
- Demonstrate diligence in QA processes, striving for zero errors in assessments.
- Proactively address any concerns or complaints raised by team members regarding QA quality.
Process Improvement:
- Identify and address process breakdowns in QA procedures.
- Collaborate with relevant teams to implement improvements and prevent recurring issues.
Training and Manuals:
- Assist in training sessions for agents, focusing on quality assurance standards.
- Contribute to updating and maintaining training manuals to ensure alignment with current processes.
Communication and Writing Skills:
- Exhibit excellent communication and writing skills to convey feedback effectively.
- Bilingual proficiency is advantageous for engaging with a diverse customer base.
Liaison with Management:
- Collaborate with management to communicate process changes effectively.
- Provide regular updates on agents' progress and performance.
In-Depth Reports for Calls:
- Generate comprehensive reports for highfrequency inbound calls and extendedduration calls.
- Analyze call data to identify trends, challenges, and areas for improvement.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience as a QA professional, particularly in handling social media escalations.
- Strong multitasking abilities and the capacity to meet the demands of diverse responsibilities.
- Experience in liaising with management and implementing process improvements.
- Bilingual proficiency is advantageous for effective communication in a multicultural environment.
Work Environment:
The QA Consultant will be required to adapt to a dynamic work environment, collaborating with various teams to ensure comprehensive quality assurance across different channels.
Flexibility and adaptability are key to success in this role.Salary R
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