Cross-Functional Quality Assurance Specialist at Mukuru

About the job

The team at Mukuru is growing and we are looking for a Cross-Functional Quality Assurance Specialist to join our Customer Support Team based in Cape Town.

The purpose of this role is to quality assess the cross functional teams, as well as improving the existing and new processes and SOP’s, and customer retention within cross functional team.

The Cross Functional Quality Assurance Specialist reports to the Quality Assurance Supervisor. This position is responsible for carrying out quality checks for all complaint escalations as well as conducting root cause analysis. A key aspect of this role is to identify opportunities based on customers’ needs and recommend product or service suggestions.

Internal Liaison takes place with the with PayOps, Verification, Agents and the Customer Support, Insurance, Wallet Ops & Compliance. External liaison takes place with external customers.

Duties And Responsibilities (Include But Is Not Limited To)

• To improve and maintain customer service excellence by reducing complaints within the cross functional team
• Monitor and ensure communication etiquette is adhered to in accordance with quality assurance
• Ensure all communication cadence rules on escalated/follow up queries with customers are followed/ adhered to
• Ensure security measures, GDPR and POPIA are in place within the cross functional team
• Be responsible for customer satisfaction ratings
• Carry out quality evaluations on communications for each cross functional consultant and provide a rating
• Update assessments on a spreadsheet and insert coaching comments
• Drive success on new products and services on all corridors
• To empower cross functional team through coaching and developing
• Provide cross functional consultants with feedback and options for improvement
• To effectively resolve customer complaints
• Conduct real time root cause analysis by asking the correct follow up questions
• To identify ways to improve customer service and offerings
• To uphold the company brand
• To compile reports and attend all required meetings
• To manage own professional and self-development

Key Requirements

• Grade 12 or equivalent (Essential)
• Degree/Diploma (Desirable)
• Mukuru customer support training course
• 2 years experience in a Team lead, Supervisory or similar role (Essential) or
• 3 years quality assurance experience (Essential)
• Experience in a sales environment (Desirable)
• Experience in data analysis (Desirable)
• Verifications, Wallets, Insurance, Payment Operations, Agents and Compliance experience (Desirable)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies
• Knowledge of customer service principles
• Knowledge of sales techniques
• Knowledge of call and chat Scripting
• Knowledge of Customer satisfaction analysis
• Knowledge of Surveying

Additional Skills

• Multitasking skills
• Computer skills
• Telephone skills
• Written communication skills
• Organisational & administrative skills
• Attention to detail
• Interpersonal skills
• Selling skills

If you do not receive any response after two weeks of the closing date, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S EE TARGETS