Job Description

Quality Assurance Support Agent JB3645
Durban
Competitive, Market-Related

We are dedicated to delivering exceptional service and achieving excellence in every aspect of our operations. We are currently seeking a Quality Assurance Support Agent to join our team in Durban. If you have a keen eye for detail, excellent organizational skills, and a commitment to maintaining high-quality standards, we want to hear from you.

Qualifications and Skills:
Strong attention to detail
Excellent communication and interpersonal skills
Analytical mindset with the ability to identify trends and areas for improvement
Proven experience in data analysis and reporting
Knowledge of industry regulatory requirements
Ability to work independently and as part of a team
Exceptional organizational and time management skills
Proficiency in Microsoft Office, especially Excel

Educational Requirements:
Matric certificate
Data capturing and administration skills
Previous experience in an administrative role
Proficiency in Microsoft Excel
Strong computer literacy

Key Responsibilities:
As a Quality Assurance Support Agent, you will play a critical role in ensuring that our advisors adhere to standardized scripts, after-call procedures, and accountability standards. Your responsibilities will include:
Implementing and interpreting quality assurance standards
Evaluating the adequacy of quality assurance standards
Developing sampling procedures and guidelines for recording and reporting quality data
Providing feedback on sales calls using the QA tool
Documenting internal audits and other quality assurance activities
Offering feedback on ad-hoc non-sales feedback requests
Distributing QA reports to the National Sales Manager at the end of each shift
Providing monthly and year-to-date QA reporting to the National Sales Manager
Investigating customer complaints and non-conformance issues
Collecting and compiling statistical quality data
Analyzing data to identify areas for improvement in the quality system
Recommending and monitoring corrective and preventive actions
Preparing reports to communicate the outcomes of quality activities
Identifying training needs and organizing training interventions to meet quality standards
Coordinating and supporting on-site audits conducted by external providers
Evaluating audit findings and implementing appropriate corrective actions
Monitoring risk management activities
Maintaining document management systems
Ensuring ongoing compliance with quality and industry regulatory requirements

If you are passionate about maintaining high-quality standards and are ready to contribute to our company's success, please apply with your updated CV outlining your relevant experience. Join us in our commitment to excellence!

Please email your full comprehensive CV to recruitment@educor.co.za and quote JB3645 in the subject line
For full JD & to apply online https://tinyurl.com/EducorCareers

Skills Required