Quality Assurance Agent

Dark Fibre Africa; Johannesburg; On-site; ZAR 150,000 - 300,000; Full time

Job summary

A leading telecommunications company is seeking a Quality Assurance professional in Johannesburg. The role involves conducting audits, supporting training initiatives, and ensuring compliance with quality standards. Candidates should have Matric, relevant experience, and ideally a Quality Assurance certification.

Qualifications

• Matric / Grade 12 or suitable equivalent required.
• Quality Assurance certification advantageous.
• Minimum 1 year of Quality Assurance experience within a contact centre.

Responsibilities

• Conduct audits of customer interactions to ensure alignment with standards.
• Review quality trends and recommend process enhancements.
• Compile and present QA reports and recommendations.

Skills

Auditing

Analytical Skills

Documentation Management

Education

Matric / Grade 12 or suitable equivalent

Quality Assurance certification

Job description

Job Location : Gauteng, Johannesburg Deadline : June 29, 2025 Quick Recommended Links

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Quality Monitoring and Auditing

• Conduct regular audits and assessments of customer interactions (calls, chats, emails, etc.) to ensure alignment with SADV standards and service expectations.
• Score interactions based on predefined criteria and provide timely feedback to relevant teams.
• Identify and report gaps, deviations, and training needs through monitoring insights.
• Analyse escalations and complaints to identify root causes and recommend corrective actions.
• Collaborate with team leads and operations to resolve quality-related issues effectively and efficiently.

Process Improvement

• Review quality trends, customer feedback, and performance metrics to recommend process enhancements.
• Participate in the development and implementation of best practices for improved customer engagement.

Training Support

• Assist with onboarding and ongoing training by delivering QA-related feedback and insights.
• Support the QA Training and Marketing Supervisor with the creation and facilitation of training material aligned to quality benchmarks.

Documentation and Reporting

• Maintain accurate and organised records of audits, evaluations, feedback, and actions taken.
• Compile and present QA reports, insights, and recommendations to management on a regular basis.

Cross-Functional Collaboration

• Liaise with Customer Service, Technical Support, Sales, and other departments to ensure quality standards are consistently met.
• Champion quality and customer experience within the broader team.

Compliance and Standards

• Ensure adherence to internal quality policies, industry regulations, and compliance requirements (e.g., POPIA).
• Proactively raise compliance risks or quality breaches.
• Stay informed about industry trends, tools, and methodologies in Quality Assurance.
• Take part in relevant workshops, certification programs, or forums to sharpen QA expertise. Participate in workshops or seminars to enhance professional development

Competencies and Minimum Requirements :

Qualifications :

• Matric / Grade 12 or suitable equivalent (Required)
• Quality Assurance certification (Advantageous)
• Minimum 1 year of Quality Assurance experience within a contact centre

Experience :

• Exposure to the telecommunications sector, particularly fibre internet (Advantageous)
• Experience in customer journey mapping and VOC (Voice of the Customer) advocacy
• Exposure to training facilitation and coaching methodologies