Job Description

Quality Assurance Officer (Call Centre) JB3915
Pinetown, Durban
Market Related

The QA ensures that all advisors use the same script, aftercall procedures and accountability standard. QA will periodically review sales data, customer surveys and call logs. They will use the information to ensure that company sales and service goals are in alignment with quality standards.

Educational Requirements:
Grade 12
Data capturing and administration
Previous experience working in administration/QA
Excel proficiency

Duties and responsibilities:
Complete all administrative duties including
Interpret and implement quality assurance standards
Evaluate adequacy of quality assurance standards
Devise sampling procedures and directions for recording and reporting quality data
Provide feedback on adhoc non-sales feedback requests
Distribute QA report at the end of each shift to the National Sales Manager
Distribute MTD and YTD QA reporting to the National Sales Manager
Investigate customer complaints and non-conformance issues
Collect and compile statistical quality data
Analyse data to identify areas of improvement in the quality system
Develop and recommend and monitor corrective and preventive actions
Prepare reports to communicate outcomes of quality activities
Identify training needs and organize training interventions to meet quality standards
Coordinate and support on-site audits conducted by external providers
Evaluate audit findings and implement appropriate corrective actions
Monitor risk management activities
Responsible for document management systems
Assure ongoing compliance with quality and industry regulatory requirements

Skills Required