Quality Assurance Auditor at Ignition Group

The Quality Assurance Auditor is required to independently audit the activities of Sales and QA teams to ensure compliance within fraud prevention, business rules, and other operational requirements based on company policies (Telco, VAS and financial services) and procedures. 

The detail:

Feedback to be sourced through call audits, and systems research and audits, and will provide trend or anomaly insights, based on analysis of:

• Meeting of SLA requirements, and deadlines, specific to project requirements;
• Accuracy in reporting of dialer behavior issues as indicated in company compliance policies and procedures; 
• Meticulous application of compliance requirements, business rules, and/or fraud detection on all campaigns; 
• Independently prepares and submits reports of results; 
• Prepare, presents, discusses and communicates accurate report findings with upper management; 
• Prepares investigation schedules, manages calendar, manages own feedback in meetings, facilitates retrieval of information required for audit purposes. 

Audits 

• Prepare audit reports and participate in reviews of reports. 
• Set up meetings to review audit reports with QA and Compliance management. 
• Pre-audit data/information requirements for upcoming audit engagements. 

Are you this person?

• Do you have a Matric and/or tertiary qualification?
• Are you willing to work flexible shifts, dependent on operational requirements?
• Do you have a minimum of 2 years QA experience in a Contact Centre environment? 
• Do you have QA Audit and coaching experience? 
• Are you a MS Excel fundi? (pivots, vlookups, formulas)
• Do you have a basic understanding about forensic business investigations? (complaints, banking insights, fraud)
• Are you as fanatical about attention to detail as we are?
• Target and results-driven, excellent communicator (English) and listener, good time management and patience – does this sound like you?