QC Consultant

JoburgJobs.co.za; Johannesburg; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A leading recruitment firm is seeking a dedicated Quality Control Specialist based in Johannesburg. In this pivotal role, you will evaluate calls across various departments to enhance customer experience. Ideal candidates will have a Bachelor's degree and fluency in English and Afrikaans. This position offers a starting salary of R16,500 plus incentives, with remote working opportunities based on performance.

Benefits

Flexitime available post-probation

Qualifications

• Bachelor's degree required.
• Fluency in English and Afrikaans essential.
• Experience in call centre operations preferred.

Responsibilities

• Listen to and analyse call recordings from various departments.
• Provide constructive feedback on quality assurance metrics.
• Communicate suggestions for improvement to the QC manager.

Skills

Excellent communication skills

Fluency in English and Afrikaans

Analytical thinking

Detail-oriented

Organizational skills

Education

Bachelor's degree (3-year minimum)

Tools

Call monitoring software

Quality assurance tools

Job description

We are seeking a dedicated Quality Control Specialist to join our dynamic QC team. In this pivotal role, you will ensure excellence in customer interactions by listening to and evaluating calls across various departments, including Sales, Client Care, Lead Generation and Retentions. Your insights and feedback will directly enhance the quality of our customer experience.

KEY DUTIES AND RESPONSIBILITIES

• Listen to, analyse, and provide constructive feedback on call recordings from multiple departments.
• Verify and enhance QC notes by incorporating a comprehensive understanding of consultants' perspectives.
• Communicate improvement suggestions clearly and effectively to the QC manager and relevant team members.

ADDITIONAL INFORMATION

• Working Hours: 08:00 to 16:30
• Flexitime available post-probation period (3 months), subject to management approval.
• Remote working opportunities available based on satisfactory performance.
• Basic Salary: R16,500 plus incentives.
• IPS Health and Wellness applies the principles of employment equity and will consider applications from designated groups, including candidates with disabilities, that meet the requirements.

IDEAL CANDIDATE REQUIREMENTS

• Bachelor's degree (3-year minimum) is essential.
• Excellent communication skills with fluency in both English and Afrikaans (additional languages advantageous).
• Objective, trustworthy, discreet, and capable of maintaining confidentiality.
• Confident, innovative, analytical thinker who is detail‑oriented and can identify creative solutions.
• Ability to effectively use call monitoring and quality assurance software and tools.
• Strong organizational and time management skills, capable of working independently and collaboratively.
• Knowledge of call centre operations and quality assurance processes.