Quality Assurance Agent Mr Price Money at Mr Price Group

Job Description

• We’re on the search for a vibrant, well-spoken, and passionate Quality Assurance (QA) agent who will be responsible for ensuring that quality standards and excellent customer service levels are maintained

Responsibilities

• Monitor and review call centre agents' adherence to processes and systems, addressing identified risks.
• Evaluate telesales and customer care approaches, providing quality ratings and identifying training needs.
• Give feedback to underperforming agents through Team Leaders.
• Ensure consistent, friendly interactions with customers and colleagues.
• Interact respectfully and professionally with all stakeholders.
• Show a willingness to learn and improve, ensuring continuous self-development.
• Maintain a positive work ethic, including multi-tasking and efficient task completion.

Qualifications

• Grade 12/Matric 
• 3-4 years of call centre experience 
• 1 year QA experience (preferred )   
• Multilingual Proficiency
• Strong listening skills 
• Effective internal communication 
• Teamwork abilities
• Knowledge of National Credit Act (NCA) 
• Familiarity with POS systems, voice retrieval systems, debtors' processes, and Microsoft Office.