Quality Assurance Consultant - Airport Industria at Mango5

Job Overview:

We are seeking an experienced Quality Assurance (QA) consultant to join our growing call centre team at Mango5. The successful candidate will be responsible for monitoring and evaluating call centre agents' performance, ensuring that customer service standards are met, and making recommendations for improvement.

Responsibilities:

• Conduct regular call monitoring and evaluation of call centre agents
• Provide feedback and coaching to agents to improve performance
• Analyze call centre data and metrics to identify areas of improvement
• Develop and maintain quality assurance procedures and best practices
• Collaborate with the call centre team to identify and resolve performance issues
• Ensure that customer service standards are being met and exceeded
• Provide regular reports on call centre performance to management

Requirements

• Requirements:
• A minimum of 1-2 years of experience in Quality Assurance in a call centre environment
• Matriculation (Grade 12)
• Clear criminal record
• Excellent verbal and written communication skills
• Ability to analyse data and metrics to identify areas of improvement
• Strong organizational and time management skills
• Ability to work well under pressure and meet tight deadlines
• Strong problem-solving skills and attention to detail