Quality Agent Umhlanga - Umhlanga Rocks
Strauss Daly Inc
We are looking for a vibrant Quality Assurance (QA) Agent to join our team in Durban preferably with a minimum of 1 year experience in a call centre environment. Design and implementation of QA scorecards for campaigns. Analysis of QA findings and further improvement of QA scorecard. Undertake measurement of agreed work sample volumes, recording and scoring against scorecard dimensions (including those critical to quality/compliance), Undertake analysis of findings (including root cause), providing reporting at campaign, agent and work process levels, making recommendations for improvements – share with management and stakeholders. Provide campaign management with reporting/analysis, training and ad-hoc coaching. Matric (National Senior Certificate is a minimum requirement). 2 years Quality Assurance experience withing a call centre environment. Familiar with data and root-cause analysis. Reporting (using Microsoft Excel, Word and PowerPoint). Ability to work independently. May be required to liaise directly with client. Excellent interpersonal & communication skills. Passionate Driven and compassionate. Hard Working, Enthusiastic, Self-Motivated, Tenacious, and a Good Listener. A positive, professional, and flexible attitude to work. Results and target-driven with a desire to succeed. Team player. Ability to multi-task (listen and type at the same time). Attention to detail. Stakeholder management (preferred). Basic Salary Performance driven Incentives
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