Quality Assurance Specialist - Johannesburg
Hollard Recruitment
This incumbent will be responsible for performing quality audits for internal operational processes in accordance with the HAD Internal QA procedures. In doing so the Quality Assurance Specialist provides assurance to Business Unit management that business operational processes have been followed, call scripts have been adhered to and areas of non-conformance have been escalated timely to management. Key Responsibilities Conduct quality audits for customer calls, business processes, operational transactions and internal line of business systems. Monitor internal Business Units to ensure that internal standard operating procedures are being met and managed, and give the necessary feedback in terms of process gaps identified. Assist in the development of quality control measurements, audit sheets and process changes in line with business requirements. Review and analyse data and business processes to identify trends for continuous improvement Prepare reports and communicate to business units as and when required. Assist with and/or conduct coaching and training for business units to ensure continuous improvement and full adherence to business processes. Take ownership of queries and offer possible solutions to the various stakeholders and ensure all QA queries are resolved effectively and timely. Participate in special assignments on various project teams as determined by Management.
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