Quality Assurance Agent at Dark Fibre Africa

ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS)

Quality Monitoring and Auditing

• Conduct regular audits and assessments of customer interactions (calls, chats, emails, etc.) to ensure alignment with SADV standards and service expectations.
• Score interactions based on predefined criteria and provide timely feedback to relevant teams.
• Identify and report gaps, deviations, and training needs through monitoring insights.

Issue Resolution

• Analyse escalations and complaints to identify root causes and recommend corrective actions.
• Collaborate with team leads and operations to resolve quality-related issues effectively and efficiently.

Process Improvement

• Review quality trends, customer feedback, and performance metrics to recommend process enhancements.
• Participate in the development and implementation of best practices for improved customer engagement.

Training Support

• Assist with onboarding and ongoing training by delivering QA-related feedback and insights.
• Support the QA Training and Marketing Supervisor with the creation and facilitation of training material aligned to quality benchmarks.

Documentation and Reporting

• Maintain accurate and organised records of audits, evaluations, feedback, and actions taken.
• Compile and present QA reports, insights, and recommendations to management on a regular basis.

Cross-Functional Collaboration

• Liaise with Customer Service, Technical Support, Sales, and other departments to ensure quality standards are consistently met.
• Champion quality and customer experience within the broader team.

Compliance and Standards

• Ensure adherence to internal quality policies, industry regulations, and compliance requirements (e.g., POPIA).
• Proactively raise compliance risks or quality breaches.

Continuous Learning

• Stay informed about industry trends, tools, and methodologies in Quality Assurance.
• Take part in relevant workshops, certification programs, or forums to sharpen QA expertise. Participate in workshops or seminars to enhance professional development

Competencies and Minimum Requirements:

Qualifications:

• Matric / Grade 12 or suitable equivalent (Required)
• Quality Assurance certification (Advantageous)
• Minimum 1 year of Quality Assurance experience within a contact centre

Experience:

• Exposure to the telecommunications sector, particularly fibre internet (Advantageous)
• Experience in customer journey mapping and VOC (Voice of the Customer) advocacy
• Exposure to training facilitation and coaching methodologies