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Mukuru helps you move money around Africa. Whether you are sending cash for instant collection or topping up a bank account or mobile wallet it has never been easier. We use the latest mobile and web-based technologies to give you the best experience possible. But that’s just half the story. To really understand us, you need to know the "why” beh...
An exciting opportunity to join the Quality Assurance Team is open for an individual who is passionate about excellent quality and customer service to gain hands-on experience and contribute to the success of our projects.
The QA Coach Assistant will work closely with our QA Coach to support and enhance our quality assurance processes. You will assist in ensuring that extensive product knowledge is maintained, identify areas for improvement, and provide facilitation of product, coaching, process & refresher sessions for CS teams & leadership.
This role reports directly to the Quality Assurance Coach. A key part of the role is to also identify opportunities to enhance Mukuru products and services.
Internal Liaison takes place with the Customer Support Teams, Learning and Enablement Team, Customer Experience Improvement.
External liaison is with customers and partners.
Duties and Responsibilities (Include but are not limited to):
- Create quality assurance standard operating procedures.
- Provide coaching and feedback to customer service representatives to improve performance and adherence to quality standards.
- Attend team calibration sessions to assess product and process knowledge alignment.
- Gather insights in preparation for monthly product knowledge test.
- Ensure effective communication to staff and understanding of knowledge portals.
- Facilitate refresher training courses across all the customer support product teams
- Facilitate coaching & product knowledge courses for CS leadership.
- Stay updated on industry best practices and quality standards.
- Identify areas of improvement within customer support and implement necessary changes.
- Facilitate revision sessions for product knowledge test to assess overall understanding on driven content.
Performance Reporting and Monitoring
- Provide Customer Support Leads and Managers with weekly/monthly reports based on the wins or challenges made and discuss improvement strategies.
- Provide and highlight trend analysis which will identify growing trends.
Manage own professional and self-development.
- Attend weekly and monthly performance meeting with QA Manager.
- Attend all required training courses for new products.
- Participate in all required compliance training and assignments.
Key Requirements
- Grade 12 or equivalent
- Customer Experience or Training Experience (Essential)
- Mukuru call centre training course. (Essential)
- 3 – 5 years customer service experience (Essential)
- QA experience in a call centre environment (Essential)
- Proficiency in English language (written and spoken)
- 6 – 12 months data analysis (Desirable)
- Knowledge of money transfer procedures
- Knowledge of FICA regulations
- Knowledge of African currencies
- Knowledge of customer service principles
- Knowledge of communication techniques and practices
- Knowledge of Scripting
- Knowledge of Surveying
Additional Skills:
- Self-awareness and understanding
- Commitment to self-development
- Ability to work accurately under pressure & within strict deadlines.
- Accuracy and attention to detail
- Strong Team Player with an "I can do" attitude.
- Ability to build relationships and relating with others.
- Ability to work independently and as part of a team.
- Excellent communication skills
- Professional attitude and Positive attitude and a passion for maintaining high-quality standards.
- Strong evaluation skills and ability to analyse effectiveness of
- Interest in data inputting, quality and customer service excellence
- MS Office knowledge
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