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Quality Assurance Agent

DFA

Johannesburg

On-site

ZAR 200,000 - 300,000

Full time

19 days ago

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Job summary

A leading telecommunications company seeks a Quality Assurance (QA) Agent to enhance service delivery and customer experience. This entry-level role involves monitoring interactions, providing feedback, and supporting ongoing training initiatives to achieve quality standards. Candidates with a passion for quality assurance and customer satisfaction are encouraged to apply.

Qualifications

Entry-level position requiring strong observational skills.
Experience in customer service or quality assurance preferred.
Ability to provide constructive feedback effectively.

Responsibilities

Conduct regular audits and assessments of customer interactions.
Analyze escalations and complaints for root cause identification.
Collaborate with team leads to resolve quality-related issues.

Skills

Quality Monitoring

Analytical Skills

Feedback Delivery

Main Purpose

The Quality Assurance (QA) Agent is responsible for monitoring, evaluating, and improving the performance and service delivery of the contact centre and support functions. This role ensures that customer interactions meet internal standards and regulatory compliance, while contributing to the development of a world-class customer experience. The QA Agent also supports ongoing training and development initiatives to drive continuous improvement and uphold SADV’s XTRA-ordinary service promise.

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.

Issue Resolution

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.

Continuous Learning

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

Seniority level

Seniority level
Entry level

Employment type

Employment type
Full-time

Job function

Job function
Sales and Business Development
Industries
Telecommunications

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