Quality Assurance

Sutherland; Johannesburg; On-site; ZAR 250,000 - 350,000; Full time

Job summary

A leading BPO company in Johannesburg is seeking a Quality Assurance Specialist to oversee customer service interactions and ensure quality standards. The ideal candidate will have experience in monitoring performance, conducting audits, and providing coaching to enhance service quality. A Grade 12 and relevant experience in a BPO environment are required. Strong analytical, verbal, and written communication skills are essential.

Qualifications

• 2 years’ experience in Customer Service within a BPO environment.
• 3 years of Quality Assurance experience.

Responsibilities

• Monitor inbound and outbound customer service interactions.
• Conduct audits and assessments of agent performance.
• Provide feedback and coaching to improve performance.
• Analyze KPIs to identify trends for service quality improvement.
• Develop quality assurance guidelines and procedures.
• Prepare and present quality reports to management.
• Collaborate with training teams to enhance programs.
• Ensure compliance with company policies and regulations.

Skills

Strong analytical skills

Verbal communication

Written communication

Education

Grade 12

Tertiary qualification in management

Tools

MS Office

Job description

Overview

Sutherland
Unlocking digital performance. Delivering measurable results.

Monitoring & Evaluation: Consistently monitor inbound and outbound customer service interactions across various channels (calls, email, chat).

Responsibilities

• Monitoring & Evaluation: Consistently monitor inbound and outbound customer service interactions across various channels (calls, email, chat).
• Quality Audits: Conduct regular audits and assessments of agent performance against a predefined checklist of quality parameters.
• Feedback & Coaching: Provide detailed, constructive feedback and coaching to agents to improve their performance and address any quality issues.
• Data Analysis: Analyze key performance indicators (KPIs) such as CSAT and FRT to identify trends and pinpoint areas for improvement in service quality.
• Process Improvement: Develop and implement quality assurance guidelines, procedures, and strategies to enhance overall service quality and operational efficiency.
• Reporting: Prepare and present clear, data-driven quality reports to management and stakeholders.
• Collaboration: Work with training teams to enhance training programs and onboard new employees to ensure consistent quality standards.
• Compliance: Ensure that all processes and interactions comply with company policies and regulations.

Qualifications

• Qualifications Required:

• Essential: Grade 12
• Preferred: Tertiary qualification in management or relevant proven contact center experience

Experience, Knowledge, Skills and Attributes

• A proven track record of delivering against client, customer and business outcomes
• 2 years’ experience working within BPO - Customer Service
• 3 years of Quality Assurance experience
• Be able to work in MS Office
• Be able to work in a fast-paced environment
• Have strong analytical skills
• Have strong verbal and written communication skills

Additional Information

All your information will be kept confidential according to EEO guidelines.