We are currently looking for a dedicated Quality Assurance Consultant to join our team. As a Quality Assurance Consultant, you will play a critical role in ensuring exceptional customer service and satisfaction. Your primary responsibility will be to assess and improve the quality of interactions between our call centre agents and customers.
Duties and Responsibilities:
- Listening, commenting, and giving feedback on all calls made and/or received by our debt collection agents
- Submitting feedback to their supervisor on all calls listened to as per the department's procedures.
- Evaluate call centre interactions through call monitoring, call recordings, and customer feedback to assess the quality of service provided.
- Provide feedback to call centre agents to improve their performance and customer interactions.
- Prepare reports on quality assurance findings for management.
Ideal candidate:
- Matric (NSC)
- Bachelor's degree is beneficial
- Objective
- A good listener
- Precise
- Trustworthy
- Discreet and able to maintain confidentiality.
- Fluent in an additional language (beneficial)
- Experience as a Quality Care Consultant or in a similar quality assurance role within a call centre environment.
- Knowledge of call centre operations, customer service principles, and quality assurance processes is advantageous.
- Excellent communication skills, both verbal and written, with the ability to provide constructive feedback.
- Able to use call monitoring and quality assurance tools and software.
- Analytical mindset with the ability to interpret data .
- Strong organizational and time management skills to prioritize tasks and meet deadlines.
- Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
- Attention to detail and a commitment to delivering high-quality results.
Additional Information:
- Hours: 08:00 to 16:30
- Salary will be discussed in the interview.
