QA Assessor

Role Purpose:

We are looking for individuals to support the achievement of the business objectives through managing the outcomes of the Quality Audit (QA), in order to ensure the ongoing delivery of outstanding collection and customer service outcomes for our clients. The QA assessor plays a key role in identifying quality trends and providing recommendations to the Governance, Risk, and Compliance team on process enhancements.

NB: This is a Night Shift role

• Grade 12/Matric - Must have
• A relevant HRD or Education Training and Development Practitioner qualification is advantageous

• 1-2 years experience as a Quality and Compliance Coach
• Tenure within business (6months or more)
• Experience (with the flexibility) in working international shifts in South Africa
• 1 to 2 years of experience working with FCA approved accounts

• Proficiency in MS Office and Excel

Own vehicle is preferred due to international hours and seven-day operation

• Monitoring and improving all aspects pertaining to Compliance and Quality across the organisation i.e., processes, systems, training, and information.
• Managing the quality control of 30 to 50 Call Centre agents per month by following quality control audits.
• Conducting searches on Citric to match accounts to Call Centre agents being audited.
• Auditing accounts by listening, evaluating, and assessing calls against information captured on system, as per the quality control sheet.
• Conducting a minimum of 2 quality and compliance call audits per Call Center agent on a weekly basis and provide feedback accordingly.
• Documenting quality and compliance findings and drawing up a plan to give feedback and coaching to the Call Centre agents.
• Drawing up an action plan utilizing the quality templates available on the shared drive.

• Presenting and communicating information effectively.
• Working well with people.
• Adhering to company values.
• Coping with pressure and setbacks.
• Delivering results and meeting customer expectations.
• Adapting and responding to change.
• Excellent attendance in the last 3 months.

• Proven ability to compile and manage data - attention to detail, data integrity management, and confidentiality.
• Report writing using various MS Office application (i.,e MS Excel, MS Word. and MS PowerPoint).
• Quality and Coaching
• Voice of the Customer (e.g., NPS, CSAT, CET etc.)
• Efficiency (e.,g First Reply, Full Resolution, Comment etc)

• Must be ITC clear
• Must not have a criminal record