Overview
Quality Assurance Agent Jobs in Mount Edgecombe at Contact iQ
JOB ROLE:
To deliver an advanced quality interaction assessment and reporting service which will support the department in accurately targeting effective coaching and support of campaigns.
COMPETENCIES REQUIRED
- The Quality Assessor must be able to set the quality standards for our client’s interactions
- To display professionalism in all correspondence with internal and external clients/colleagues
- To work closely and support all relevant stakeholders
- To send work that is accurate, neatly aligned, clear and concise in form of electronic communication
- Effective self-management
- Displays good organizational skills
- Continuous innovation of feedback through own research
- Excellent time management abilities
- Adhering to deadlines
- Managing own development
- Non-disclosure of client information
- Self-development
- Attention to detail
- Up-skill and cross-skill team members
- Analytical thinking
- Confident, positive attitude and credible impression
- Proficient in MS Office
KEY RESPONSIBILITIES
- Review recorded interactions with clients and ensure that proper steps were taken regarding completing the interaction objective(s), documenting all required information and completing administrative tasks required
- Provide objective assessment regarding representatives’ compliance of process, and adherence to procedures for interactions with customers
- Complete the required evaluation forms where required; the evaluation form is provided to the Quality Assessor which covers key areas built into interaction processes such as; compliance, risk management, client service and development opportunity
- Provide feedback with accurate details to leaders and managers through monitoring practices
- Send a Risk/ Coaching/ Recognition Alert to the team manager for sign-off
- Update all relevant trackers (Risk/ Coaching/ Recognition/ Split/ Distribution/ Agent list, etc)
- Upload data onto Power BI
- Build coaching packs
- Prepare and send electronic Buzz session documents to relevant agents
- Facilitate buzz session
- Participate in internal & external calibrations sessions as required
Please send cv’s to [email protected]
Pay: R4 500,00 – R5 800,00 per month
Work Location: In person
Title: Quality Assurance Agent
Company: Contact iQ
Location: Mount Edgecombe
