Quality Assurance Agent

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

Job summary

A leading telecommunications company is looking for Quality Assurance Agents to ensure high standards across all sales and service channels. You will monitor performance, identify areas for improvement, and maintain compliance with regulatory requirements. This role is crucial for driving continuous improvement in service quality and customer satisfaction.

Qualifications

• Detail-oriented approach to quality assurance.
• Ability to analyze performance metrics and trends.
• Strong communication skills for feedback and reporting.

Responsibilities

• Evaluate customer interactions and service delivery for quality compliance.
• Deliver performance updates and identify operational challenges.
• Provide coaching and constructive feedback to agents.

Skills

Attention to detail

Analytical skills

Communication

Job description

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.