Quality Assurance Agent at The Shoprite Group of Companies

Purpose of the Job    

• We are looking for an honest and enthusiastic Quality Assurance Agent to contribute to the organisations goals to achieve exceptional customer service to our clients. The Quality Assurance Agent will support the Call Centre by monitoring and evaluating communication, coaching & training Call Centre Agents, continually assessing and enhancing the QA framework, creating reports for management and giving feedback. 

Job Category    

• Telecommunications

Job Objectives    

• Monitor & QA 2-3% of inbound and outbound calls.
• Monitor & QA 2% Chat and email correspondences.
• Engaging with customers monthly via calls, chats and emails as per allocated schedule.
• Train staff on QA guidelines & SOP’s.
• Provide staff with feedback on monitored calls, chats and emails.
• Initiate and conduct QA calibration sessions to ensure that staff are aligned with expectations.
• Conduct bi-monthly One-on-One call quality and chat etiquette sessions or as required.
• Provide insight to the business on the level of staff performance against set standards.
• Provide trends to the business based on customer requests, complaints from the various communication channels.
• Provide insights from inbound call, email & chat requests.
• Provide insights on outbound desk campaigns, telesales drives and promotions.

Qualifications    

• Grade 12 qualification
• Call Centre certification and higher learning certificate or diploma advantageous

Experience    

• Quality Assurance experience within a Call Centre environment
• Minimum 6 months inbound Call Centre experience
• Minimum 6 months outbound Call Centre experience
• Experience in client retention and sales advantageous 
• Proven record of accomplishment of successfully performing QA duties within a customer service and sales contact centre

Knowledge and Skills    

• Good telephone etiquette and email etiquette
• Computer literate: MS Office, Call Centre software and CRM systems
• Ability to perform under pressure
• Negotiation skills and effective in handing objections
• Ability to resolve issues and address complaints
• Ability to work in a team
• Ability to learn about products/systems and describe/explain them to staff
• Ability to coach and enforce discipline
• Multilingual (English and two other South African languages)
• Pharmaceutical & FMCG industry work experience very advantageous
• Sales and customer service knowledge
• Call Centre knowledge
• Quality Assessing experience