Main Purpose: The role will be to ensure that all departments are assessed according to the quality measures put in place, and to ensure that the relevant quality standards are accurately monitored.
Quality Assurance: The role of the quality assurance department is to monitor client engagement, ensure compliance, adherence to department specific standard operating procedures, improvement of the overall client journey and embedding the TCF outcomes.
Key duties and Responsibilities:
- Ensuring that the relevant assessments assigned to you meet the set measures.
- Report on reviews identified.
- Ensure that TCF gaps are identified within assessments.
- Ensuring that process gaps are identified and reported on.
- Reporting on any training needs identified to improve the client journey
Job Specific:
- Assess client calls and documented interactions to ensure quality is adhered to by the various departments.
- Excellent product and business rules knowledge.
- Excellent listening and writing skills.
- Attention to detail.
- Ability to deliver feedback in a clear and concise manner.
- Provide feedback to agents from various departments on errors identified.
- Report on gaps identified on assessments and processes.
- Investigate non-compliance through assessments.
- Ensuring that the daily targets are met.
- Following of the QA checklists.
- Attending departmental team calibrations.
- Active involvement in the specific department assigned to assess.
Job Type: Permanent
Work Location: In person