October 16, 2024

Ntiyiso Consulting Group

Pretoria

FULL TIME

Quality Assurance Consultant – Call Center

Job Purpose:
We are seeking a detail-oriented Quality Assurance Consultant to join our call center team. The ideal candidate will be responsible for evaluating call center operations, ensuring compliance with company standards, and improving overall service quality. This role involves analyzing customer interactions, providing feedback, and developing training programs to enhance agent performance and customer satisfaction.
Key Responsibilities:
Call Monitoring:

Conduct regular monitoring of inbound and outbound calls to assess compliance with quality standards.
Evaluate agent performance based on established metrics and criteria.

Feedback and Reporting:

Provide constructive feedback to agents and team leaders based on call evaluations.
Prepare and present quality assurance reports and findings to management.

Training and Development:

Identify training needs and recommend improvement strategies for agents.
Collaborate with the training department to develop and implement training programs.

Process Improvement:

Analyze trends in customer interactions and agent performance to recommend process improvements.
Work with management to implement changes that enhance customer experience and operational efficiency.

Compliance and Standards:

Ensure that all call center operations comply with company policies, industry regulations, and best practices.
Stay updated on industry standards and quality assurance methodologies.

Qualifications and Experience

Matric Certificate
National Diploma or Bachelor’s degree in Business Administration, Communication, or a related field preferred.
2- 3 years Quality assurance experience within a call center environment

Thank you for your application. If your qualifications align with our requirements, we will contact you soon to discuss the next steps. Please note that only shortlisted candidates will be contacted. If you do not hear from us within two weeks, consider your application unsuccessful.
Job Type: Full-time