Quality Assurance at Quantanite

• Candidates applying for Lateral moves must be in their current position for at least 6 months (same level as current designation)
• Candidates applying for Vertical moves must be in their current position for at least 6 months (same level as current designation)
• Candidates applying must have achieved their minimum KPI average
• Candidates applying must have NO warning on files
• Entry knowledge of MS Office/Google Workspace
• Varsity Brands Experience is Advantageous  
• Evaluate contact centre agent quality in line with the Quantanite Quality Standards
• Report on the Quantanite Quality Standards and performance data to Operations
• Coach (Outliers) & develop contact centre agents around voice, case management and non-voice service quality
• Ensure high standards of product knowledge and adherence to processes is maintained through the quality monitoring process
• Ensure consistency of quality monitoring utilizing the Quantanite Quality Standards, with Team Leaders through the calibration process
• Drive customer experience testing and client quality evaluation
• Complete the accreditation process with new-hire agents that fall in line with the policies and procedures of the client process

Minimum Matric-level qualification

• Clear criminal and ITC records
• Basic knowledge of Microsoft Office/Google Workspace
• Basic report-writing capabilities
• A proven track-record of excellent KPI performance in current role
• Excellent communication (both verbal & written) skills
• Ability to work in a team and individually
• Coach using the “grow” model and “not” tell method (positive coaching approach)
• Understanding of good customer service, CSAT and NPS
• Passion for customer service
• Patient and resilient manner
• Previous Customer Service, Outbound Sales and/ or Collections experience required