Quality Assurance Coach

Hollywoodbets; Durban; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading online gaming company is seeking a Quality Assurance Coach based in Umhlanga, South Africa. The role involves monitoring and evaluating customer interactions to ensure quality standards are met. Successful candidates should possess at least 1 year of experience in customer service and quality assurance, alongside a degree or diploma in a relevant field. This is an exciting opportunity to join a dynamic team striving for excellence.

Qualifications

• Minimum 1-year experience in Customer Service.
• Minimum 1-year experience in Quality Assurance.

Responsibilities

• Monitor and evaluate customer interactions for quality and adherence to company standards.
• Participate in calibration to align with QA standards.
• Collate QA reports and highlight trends and training opportunities.
• Assist in developing and updating quality assurance guidelines.

Skills

Customer Service Experience

Quality Assurance Experience

Strong Quality Focus

Good coaching ability

Customer Service Excellence

Exceptional reporting skills

Attention to detail

Education

Degree/Diploma in related field

Job description

Job Description

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.

We have an amazing opportunity for a Quality Assurance Coach to be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?

The successful candidate will be responsible for monitoring and evaluating customer interactions to ensure adherence to company policies, quality standards, and service excellence. This role involves assessing contact (email, chat, voice & other) quality, providing feedback to agents, and identifying areas for improvement to enhance overall customer satisfaction

With Hollywoodbets You Will

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.

Embrace challenges and the thrill of working in a vibrant and fast-paced industry.

Grow with our development plans and culture that allows you to further your career.

You Bring

• 1-year Customer Service Experience
• 1-year Quality Assurance Experience.
  
  

A Bonus To Have

• Degree/Diploma in related field.
• Coaching and analysis experience.
  
  

What You’ll Do For The Brand

• Ad hoc listening to call recordings in line with QA scorecard to ensure that ratings are accurate
• Monitor and evaluate customer interactions (calls, emails, chats) for quality and adherence to company standards.
• Calibration participation and attending to help align self and others with QA standards.
• Collate QA reports and statistics for the campaigns, highlighting trends and training opportunities.
• Work closely with the contact centre training division to convert training insights into learning and development modules in Moodle.
• Identify trends and effectively alert the respective departmental management team
• Assist in developing and updating quality assurance guidelines and procedures.
• Customer complaints resolution – extraction and evaluation of call recordings based on customer complaints. Conduct root cause analysis.
• Any other ad hoc duties that might be required
  
  

What You’ll Bring To The Team

• Strong Quality Focus
• Good coaching ability
• Customer Service Excellence.
• Exceptional reporting skills.
• Attention to detail
  
  

So, are you ready to level up, learn, and perform at your best? Apply now!

Please note that only applicants who meet the stipulated minimum requirements will be considered.

If you have not received a response within 30 days, please consider your application to be unsuccessful.