Quality Assurance & CX Coach (Hybrid)

Alexforbes; Johannesburg; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A prominent financial services company is seeking a Quality Assurance Specialist to enhance customer experience through monitoring interactions across various channels. This role involves conducting evaluations, analyzing service metrics, and coaching staff to improve service quality. Candidates should have a minimum of 2 years' experience in Quality Assurance within a contact center environment and familiarity with QA frameworks. Benefits include flexible work opportunities, competitive rewards, and comprehensive support programs.

Benefits

Bursary and Leadership Development Programmes

Flexible work model

Wi-Fi allowance

Retirement Fund Contributions starting at 13% of CTC

Qualifications

• 2+ years in a Quality Assurance role within a contact center or customer service environment.
• Exposure to insurance or employee benefits industry essential.
• Familiarity with QA frameworks and scorecards required.

Responsibilities

• Conduct daily QA evaluations and provide actionable feedback.
• Analyze service metrics and identify areas for improvement.
• Prepare and present quality and performance reports to stakeholders.

Skills

Monitoring customer interactions

Coaching front-line staff

Strong communication skills

Proficient in Microsoft Office

Time management

Education

Matric (NQF 4)

Higher Certificate/Diploma in Quality Assurance (NQF 6)

Certified Quality Auditor (CQA)

Six Sigma Yellow/Green Belt

Tools

QA software

CRM systems

Job description

A prominent financial services company is seeking a Quality Assurance Specialist to enhance customer experience through monitoring interactions across various channels. This role involves conducting evaluations, analyzing service metrics, and coaching staff to improve service quality. Candidates should have a minimum of 2 years' experience in Quality Assurance within a contact center environment and familiarity with QA frameworks. Benefits include flexible work opportunities, competitive rewards, and comprehensive support programs.