The Ignition Group is one of Africa's largest providers of technology, media, telecommunication and financial services, and is built around a powerful purpose - to make life better through innovative technology.
We approach markets that are traditionally complex and contested, and then simplify them, making life easier for consumers, and business more effic...
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International QA Agent - Contact Centre - Night Shift
The Quality Assurance agent is required to ensure call quality, adherences to sales conduct and provide feedback to team leaders, managers, and trainers to enhance the performance of the sales agents.
This is specific to the monitoring of all calls, whether sale or non-sale, with the intent of providing feedback to stakeholders on the compliance of sales requirements to minimise risk.
The detail:
Monitoring
Daily Monitoring via telephonic call assessments of sales/non-sales calls from agents
Ensuring that the sales agents comply with sales policies and procedures.
Risk Management and Compliance
Facilitate risk management in terms of identifying issues where misleading and possible claims against the company arise
Eliminate cancellations and returns/escalations by providing accurate and relevant feedback to relevant stakeholders.
Confirmation of compliance requirements per client business rules.
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