Quality Assurance Agent

Blue Label Telecoms; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A telecommunications company in Gauteng is seeking detail-oriented Quality Assurance Agents to monitor performance and ensure quality standards. The role involves evaluating customer interactions, delivering performance updates, providing coaching, and assisting with customer service tasks as needed. Ideal for individuals passionate about maintaining excellence in service delivery.

Responsibilities

• Evaluate customer interactions and service delivery for quality.
• Assess services against predefined metrics for compliance.
• Deliver regular performance updates on operations.
• Identify and support improvements in QA processes.
• Participate in internal inspections for process enhancements.
• Provide feedback and training to improve agent performance.
• Assist with customer service tasks when needed.

Job description

Job Purpose

We are seeking detail-oriented Quality Assurance Agents to uphold our commitment to excellence across all sales and service channels. You will be instrumental in monitoring performance, identifying areas for improvement, and ensuring regulatory and quality standards are consistently met.

Key Responsibilities

• Quality Monitoring: Evaluate customer interactions and service delivery to ensure adherence to internal and external quality standards.
• Performance Metrics: Assess services and products against predefined metrics, ensuring compliance and customer satisfaction.
• Reporting: Deliver regular performance updates, highlighting operational challenges and resource needs.
• Continuous Improvement: Proactively identify and support improvements in QA processes and business operations.
• Internal Engagement: Participate in internal inspections and collaborate with teams to identify process enhancements.
• Coaching and Feedback: Provide constructive feedback and training to improve agent performance and customer experience.
• Support: Assist with customer service tasks when needed and ensure timely completion of administrative duties.