Quality Assurance Advisor (6 Months Secondment - US Shifts)

CXP are now part of the Huntswood Group; KwaZulu-Natal; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading service provider in KwaZulu-Natal seeks a Quality Assurance Advisor for a six-month secondment. The role involves ensuring quality standards while working US shifts. Responsibilities include monitoring performance and providing feedback to service agents. Ideal candidates should have QA experience, a Matric or equivalent, and strong analytical and communication skills. This role offers an opportunity for growth in a fast-paced environment.

Qualifications

• 1 year of QA experience required.
• Experience in financial services is essential.
• Ability to work as part of a team or independently.

Responsibilities

• Monitor and influence quality performance.
• Provide constructive feedback to agents.
• Create and deliver reports on agent performance.

Skills

Quality Assurance

Interpersonal skills

Analytical skills

Problem-solving skills

Communication skills

Organizational skills

Education

Matric (Grade 12) OR Full NQF4

Job description

PLEASE NOTE: For this particular post - This will be working US Shifts, please have this in mind when making your application.
Quality Assurance Advisor (Secondment - 6 Months)

You will have a positive and enthusiastic approach to Quality Assurance, providing direct feedback to all service agents, ensuring the customer experience exceeds all expectations whilst ensuring regulatory compliance. You will be responsible for monitoring and actively influencing quality performance, making sure that the quality requirements in place are fulfilled, and that goals are consistently achieved. You will also analyse advisors’ quality results and performance to optimise processes and support their development, in partnership with your manager. You will also be responsible for providing objective and constructive feedback to agents and team managers.

Job description

• Maintain and develop internal/client quality standards.

• Assess support interactions (calls, email, chat messages) based on established quality standards.

• Accompany evaluations with meaningful and constructive feedback.

• Discuss and explain feedback with agents in regular meetings.

• Participate in calibration sessionsto maintain consistency in internal evaluations.

• Create/maintain/deliver reports that reflect agent performance.

• Identify and provide insight/trend analysis into the operation via call dips, buzz sessions.

• Support operation with upskill sessions as and when required.

• Attendance in new hire training sessions to provide insight into quality requirements.

• Flexible and creative approach constantly looks for improvements.

• Work with the Management Team to ensure quality performance trends and continuous improvement actions are properly communicated.

• Publish weekly quality reports identifying overall quality performance and activities for the week including review of accomplishments, performance levels, areas for improvement, and recommends action plans.

• Manages time effectively and meet agreed deadlines.

Preferred Experience

• 1yr QA experience

• Experience within Quality assurance or equivalent essential

• Matric (Garde 12) OR Full NQF4 essential

• Experienced in financial services

• Successful track record of organisational skills, creativity, and the ability to set and accomplish goals.

• Experience of call monitoring, either as an agent or assessor

• Excellent interpersonal skills, able to communicate effectively at all levels.

• Excellent analytical/problem solving, communication and administration skills.

• Brings insight and expertise to meet/exceed client quality expectations.

• Consistently strives to exceed customer expectations in the area of quality performance objectives.

• Computer literacy including working knowledge of word processing, database software applications and Internet.

• Acts decisively, manages time effectively.

• Flair for detail; organised and accurate.

• Ability to work as part of a team or on own initiative

• A professional manner with a positive attitude.

• A committed team player with a flexible approach who is able to work in a fast paced environment

Desirable skills

• A proven track record in delivering against set objectives in sales, performance, quality and regulatory requirements within a contact centre environment is essential

• Ability to demonstrate a high degree of customer service awareness

• Experienced coach and developer of Inbound Sales and Service agents leading from the front in demonstrating what good looks like

• Ability to train and develop staff

Core Behaviours

• Bring Your “A” Game

• Strive For Greater

• Enable and empower all employees

• Do the right thing

• Own it

• Deliver unbelievable service

"It's not what we do, but the way we do it. And it's our values that make us special."

NB: All appointments are subject to the positive outcome of pre-employment verification checks.