Junior Sales Quality Assurance & Complaints Officer - SPARK Schools Support

About SPARK Schools

SPARK Schools is a social impact disruptor and is leading change in the education space through its network of affordable private schools. The SPARK Schools network provides transformational education innovation through Africa’s first blended learning model, which elevates student achievement and provides the tools teachers need to serve their students effectively.

The blended learning model, which combines classroom teaching and online instruction, allows teachers to anticipate student needs and equips schools to provide personalized education at an affordable cost. SPARK Schools is pioneering this transformative education model to ensure the accessibility of university and careers for all.

SPARK Schools has a culture of collaboration, because getting South Africa to lead global education takes a team effort. We are innovators who strive for excellence through persistence and a sense of urgency to achieve SPARK Schools’ vision, mission and social transformational objectives. Our work environment is vibrant/cheerful, fast-paced/dynamic, engaging/stimulating, tech-enabled and data driven.

SPARK Schools is a high growth, mission and values-driven, entrepreneurial organisation, operating 21 primary schools and 5 high schools and serving over 18,000 families in 2025. We are looking for dynamic people to join our team.

SPARK values: Service, Persistence, Achievement, Responsibility, Kindness

ABOUT THE ROLE

Purpose:

To ensure that all enrolment processes are executed to the highest quality standards of accuracy, professionalism, and compliance throughout the enrolment process, while managing and resolving customer complaints. The role ensures enrollment operations meet SPARK service expectations, and continuously improve through structured quality control and feedback handling. A Quality Assurance Agent in the SPARK Schools network, plays an integral role by maintaining accurate records, enrollment documentation and ensuring efficient customer onboarding through quick turnaround times, robust quality assurance and vetting of all the required documentation. Further performing other ad hoc tasks in support of the Operations Manager from time to time such as data analysis and attending to customer complaints, as well as keeping management updated on the team’s performance. This role helps to uphold the school’s reputation and ensures an efficient, professional enrolment experience for families.

Reports To: Operations Manager

Responsibilities:

Data Accuracy & Verification

• Audit enrolment files and records to ensure accuracy and completeness.
• Verify documents (IDs, transcripts, visas, etc.) against application data.
• Ensure consistency in data entry across CRM or student management systems.
• Identify errors, inconsistencies, or risk in enrolment data and propose corrective actions.
• Monitoring compliance to align with SPARK schools policies and supporting continuous process improvement.

Compliance & Standards

• Ensure adherence to the school’s enrolment policies, data protection regulations, and safeguarding requirements. To ensure correct handling of student and family information.
• Highlight and escalate discrepancies, policy breaches, or missing documentation.

Process Monitoring & Improvement

• Conduct regular quality checks on enrolment workflows and recommend process improvements.
• Develop and maintain quality checklists and reporting templates.
• Assist in the development of standard operating procedures (SOPs).

Training & Support

• Provide feedback and coaching to enrolment staff on errors or inconsistencies.
• Support onboarding and training of new enrolment team members regarding quality standards.
• Work with the enrolment team to train staff on quality control standards and data entry best practices.

Reporting & Documentation

• Generate regular quality assurance reports and share findings with the Enrolment Manager.
• Maintain an audit trail of quality control activities

Quality Assurance & Training and Development:

• Monitors and reviews calls (inbound, outbound) email responses and tickets to assess technical communication accuracy to SPARK policies and procedures.
• Monitors calls, reviews and provides trend data, quality reports and feedback to the Operations Manager
• Coordinates and facilitates call calibration sessions for call center staff.
• Effectively diagnoses customer needs via phone, web chat, email and other available multi-channels
• Evaluates the effectiveness of customer service and drives continuous process improvements and CRM system enhancements to ensure customer satisfaction exceeds expected service levels
• Helps develop, create, and implement enrolment quality processes and procedures; as well as make recommendations for enhancements to training materials as needed to enhance the overall Customer Experience.
• Ensures that all customer engagement activities meet First Contact Resolutions standard and that SPARK has an effortless enrolment process.
• Works directly with agents by assisting them to meet quality assurance and customer service targets by providing weekly coaching sessions
• Conducts ad hoc audits and training with Office Managers and School Operations Managers.
• Collaborates with school leaders and office managers to ensure that all enrolment information is effectively transmitted to school sites.
• Conducts self in a professional manner at all SPARK events and with all stakeholders.

Complaints Management

• Serve as the first point of contact for complaints or concerns related to the enrolment process.
• Log, track, and resolve complaints in a timely, professional, and empathetic manner, in accordance with the school’s policies.
• Conduct investigations into complaints, gather relevant documentation, and provide clear, fact-based reports to senior leadership.
• Maintain confidentiality and ensure that all complaints are handled fairly and consistently.
• Identify trends in complaints to inform staff training and process refinement.
• Prepare regular quality assurance and complaints reports for the Head of Enrolment and senior leadership.
• Escalate complex or high-risk issues to the appropriate department or leadership level.
• Assist in drafting communication templates and response protocols for complaint handling.
• Support a culture of service excellence across the enrolment team.

Skills and behavioural qualities:

• Excellent verbal, written and interpersonal communication skills;
• Outstanding customer service skills and dedication to providing exceptional customer care;
• Must be self-motivator and self-starter;
• Focus on quality and customer service;
• Exceptional listening and analytical skills;
• Solid time management skills;
• Must be able to effectively deal with people at all levels inside and outside of the Company;
• Ability to multitask and successfully operate in a fast paced, team environment;
• Must be proficient with computer skills;
• Being Bi-Lingual will be an added advantage
• Experience in administration, admissions, quality assurance, or a similar role
• Strong attention to detail and analytical skills
• Familiarity with student information systems or CRMs
• Knowledge of data protection and safeguarding practices in education
• Excellent written and verbal communication skills
• Ability to work independently and manage multiple tasks simultaneously
• Experience in an educational environment, ideally in admissions/enrolment
• Excellent written and verbal communication skills, with the ability to manage sensitive conversations tactfully

Qualifications and Criteria:

The ideal candidate will possess the following qualifications and criteria:

• Matric/Grade 12 Certificate (Essential)
• Customer Experience/Quality Assurance Training (Essential).
• Undergraduate Degree / Diploma (Preferred).
• 2-3 years’ Call Center Experience in an administration call center environment (Essential)
• At least two years of experience in the field of meeting and exceeding targets
• At least two years in a customer focused environment
• At least two years planning, implementing and evaluating employee relations and HR policies, programs and practices

Requirements

Key Attributes:

• Results-driven and process-oriented.
• Excellent communicator and team motivator.
• High integrity, professionalism, and discretion.
• Ability to work well under pressure and manage multiple priorities.
• Commercially minded and customer-focused
• Highly organised and proactive
• Calm under pressure with strong problem-solving ability
• Integrity and discretion in handling sensitive information

Benefits

SPARK offers:

• fair market linked remuneration
• performance-based annual bonuses and increases
• above average/good annual leave
• life, disability and funeral cover
• employee wellness support
• educational support & study leave
• individualised professional development, support and mentorship
• employee discount on school fees
• opportunities for career growth

Remuneration: Commensurate with skills and experience/market value

Position Type: Permanent/Full Time

Location: Rosebank, Gauteng

SPARK schools is an equal opportunities employer and preference will be given to candidates from designated groups with due consideration of the company’s Employment Equity goals and targets.

SPARK schools encourages persons with disabilities to apply.

SPARK Schools may expire the posting of this advertisement at their own discretion.

Kindly note that should you have not heard from us within two weeks of the closing date please consider your application unsuccessful.