QA Specialist - Umhlanga at iKhokha

Job Description

• Are you passionate about a process that ensures you're performing according to the standards of your company? We’re looking for an experienced QA Specialist to join our Operations Team where you will be focused on optimising quality assurance to increase specialists’ efficiency.
• If you have the ability to approach a problem creatively, strong IT skills and a meticulous approach to work then you could have the skillset we are looking for.

So, what will you do?

• You will ensure that Support, Onboarding and Retentions provide quality service in line with organisational objectives. Optimised quality assurance will increase specialists efficiency through behaviour modification, enhance the quality of service to Merchants and improve First call resolution.

Deal Breakers

• 3+ years call centre experience with exposure to CRM platforms.
• Data capturing and detail orientation with a good understanding of technical support.
• Must be proficient with MS Excel
• Call Centre Quality Assurance knowledge is a must
• QA Scorecard Creation and Development
• Excellent verbal, written and interpersonal communication skills
• Product, FICA, Technical Support and Customer Service

What would you be responsible for?

• Perform call monitoring on calls within the Support, Success and Sales Teams.
• Perform chat monitoring on all WhatsApp/chats within the Customer Support and Retention teams.
• Review Social Media Post replies
• Perform email monitoring on all HubSpot within the Customer Support and Retention teams.
• Set clear QA goals and targets based on Smart Goals.
• Daily check ins with the team to understand their objectives and align those with team targets.
• Provide Daily, Weekly and Monthly reporting to Agents, Line Mangers and Ops Manager.
• Create a QA scorecard and Phonetics guideline for agents to adhere too based on their role in the business.
• Participate in Customer listening programs to identify customer needs and expectations.
• Implement coaching sessions for agents to fully commit to providing excellent service based on development areas and feedback to Line Managers and Ops Manager post sessions.
• Perform other duties as and when assigned by Line Manager.
• Through effective listening, identify areas where agents could request reviews on Hello Peter, Facebook and Google and help agents identify and achieve in these areas.
• Logging the QA results on various systems and spreadsheets as required.
• Verify that CSO’s are providing up-to-date information, following current guidelines and processes, and communicating effectively to callers.
• Coordinates with department Team Leaders and Managers to ensure an appropriate number of audits are performed for each CSO.
• Escalate urgent queries that require input from senior management
• Ensure proper escalations when any systems or tools are down and that proper communication is rendered to the Team Leader and Line Manager

Qualifications

• Minimum of a matric qualification.

Additional Information
Perks of joining the Tribe?

• You get to work in a high growth company. Sink your teeth into meaningful work with tangible results you are accountable for.
• Hybrid, remote and in office work models.
• Remuneration & Benefits. We offer Company contributions to Medical Aid and a Group Risk Scheme.
• Visionary Leadership. 
• Study leave.  
• Access to on demand learning and development.
• A friendly, collaborative culture and a team of all-round-lekker humans (it’s true, we surveyed our Employees and they told us so).
• If you find yourself at HQ, coffee on tap and a selection of hot beverages provided by our onsite Barista.