Who we are looking for? We are looking for a motivated and experienced QA specialist who has strong analytical and Customer Service experience.
The core job function is to evaluate calls and all correspondence on Digital Channels to ensure it is up to the required standards.
Who are you? Passionate about customer service and quality assurance Pay particular attention to detail, adhere to good governance and implement controls Have great analytical, problem solving and excellent interpersonal skills Take initiative and can easily identify and mitigate risk Have superb communication skills (verbal and written) Versatile, creative, flexible and be able to work in an omnichannel environment Proactive and can work under minimal supervision but also a team player Able to lead, coach and manage Agent performance What is the role?
You will be responsible for the following : Evaluating calls, critically assessing all correspondence on Digital Communication Channels in the company Effectively, implementing intervention strategies to improve quality of service and improve performance Identifying areas of development, leading, coaching and management of individual / team performance satisfy customer needs Be up to date with latest trends, technology, regulations and industry information The building and maintenance of good business relations and direct collaboration with various departments within the company Drive the adoption of good practice and conduct within the business Produce relevant reports, analyse and share insights Effectively introduce activities that will drive the adoption of good behaviour and meet the required level of QA standards Boxes to tick Matric 4 or more years of experience in a similar role Should be experienced in evaluating calls, emails, chats and all forms of Social Media correspondence FAIS (Financial Advise and Intermediary Services) and RE (Regulatory Exams) would be advantageous People management skills and Customer Service are a prerequisite Proficient in Microsoft Office Good presentation skills