As a Quality Assurance Specialist you will monitor the effectiveness and quality of outgoing calls and emails to ensure compliance with the company's quality systems and offer daily feedback via verbal & written communication.
Evaluating Call Quality
- Assist operations in tracking, documenting, and reporting on quality levels
- Analyse and investigate calls to ensure resolution in accordance with company guidelines and external regulatory requirements
- Develop or update company procedures to ensure capture, investigation, and proper documentation of complaints
- Monitor risk-management procedures, and maintain problem logs for identifying and reporting issues to management and product development
- Provide training and support to quality assurance team that includes systems, policies, procedures, and core processes
- Interpret, build upon, and comply with company quality assurance standards
- Carefully maintain complaint and nonconformance processing through records and tracking systems, including root cause and corrective actions
- Document quality assurance activities with internal reporting and audits
- Participate in the design of the call monitoring framework, quality standards and the associated checklists.
- Conduct audits ensuring compliance with performance standards and outcomes (e.g. quality, compliance of process and accuracy)
- Create reports on performance results (individual and team level) to provide to management for the development and action plans for agents.
- Prepare and analyse quality reports for management staff review.
- Provide feedback and input into enhancements of processes, training and systems based on trends.
- If required, assist with the coaching of agents based on findings.
- If required, may answer phone calls, respond to written inquiries, and handle “escalated” issues in support of work performed by agent.
Work collaboratively
- Build a culture of respect and understanding across the organisation
- Recognise outcomes which resulted from effective collaboration between teams
- Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organisation
- Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions
Self-Management
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
- Demonstrate consistent application of internal procedures
- Plan and prioritise, demonstrating abilities to manage competing demands
- Demonstrate abilities to anticipate and manage change
- Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs
Minimum Academic, Professional Qualifications & Experience required for this position
- Grade 12 with English and a second language
- Relevant qualification will be advantageous
- 1 – 2 years’ experience in a Quality Assurance environment or Call Centre Sales environment preferred
- FAIS Regulatory examination for Representatives (RE5) and (RE1) for Key Individual
Functioal Competencies
- Excellent listening and administrative skills
- Proficient in the use of MS Office
- Ability to assess calls and provide insight and value-added feedback to management
- Ability to understand SOP’S and ensure adherence to internal processes at all times
- Knowledge of QA metrics, Variance reports and calibration sessions
- Accuracy and attention to detail
- Ability to meet deadlines
Essential
- Evaluating problems
- Investigate Issues
- Building Relationships
- Communicating Information
- Showing Resilience
- Adjusting to change
- Giving Support
- Processing Details
- Structuring Tasks
- Execution and Results
- Customer centered
- Planning and Improvement
- Ethics and Compliance
- Adaptability
Behaviours
- Energy
- Passion
- Respect for others
- Honest and Fair
- Creativity
- Positive Attitude
- Courage
- Tenacity
- Achieves Results
Report job
