Quality Assurance Specialist at iKhokha

Job Description

• Are you passionate about delivering top-notch service and ensuring excellence in every customer interaction? iKhokha is seeking a Quality Assurance Specialist to become an essential part of our Retentions team. 
• In this role, you’ll collaborate closely with our retention experts to identify areas of improvement, optimize performance, and develop strategies that directly enhance client satisfaction. 

So, what will you do?  

• As a Quality Assurance Specialist you will  ensure we drive a customer centric experience and monitor industry regulations within our Support, Onboarding, Cash Advance and Retentions teams.  
• To drive our customer and regulatory vision, the insights from this role will be critical and instrumental to ensure we achieve our targeted customer levels in the Fintech market. 

In addition to the above, you will:  

• Perform call monitoring on calls within the Support, Onboarding, OB Retentions and Cash Advance Teams. 
• Perform interaction monitoring across an omni-channel environment. 
• Perform email monitoring on all HubSpot within the Customer Support and Retention teams. 
• Set clear QA goals and targets based on Smart Goals. 
• Daily check ins with the team to understand their objectives and align those with team targets. 
• Provide Daily, Weekly and Monthly reporting to Agents, Line Mangers and Ops Manager. 
• Personalized desk aids for each agent who enters our BQ space and desk aids updated monthly if there are changes, common markdowns. 
• Participate in Customer listening programs to identify customer needs and expectations. 
• Implement coaching sessions for agents to fully commit to providing excellent service based on development areas and feedback to Line Managers and Ops Manager post sessions. 
• Perform other duties as and when assigned by Line Manager, where applicable and within scope 
• Through effective listening, identify areas where agents could request reviews on Hello Peter, Facebook and Google and help agents identify and achieve in these areas. 
• Logging the QA results on various systems and spreadsheets as required. 
• Verify that CSO’s are providing up-to-date information, following current guidelines and processes, and communicating effectively to callers. 
• Escalate urgent queries that require input from senior management 
• Ensure proper escalations when any systems or tools are down, and that proper communication is rendered to the Team Leader and Line Manager. 
• Pro-actively escalate call failures which lead to repeat callers through to department manager ASAP to ensure Line managers address and contact the customer to remedy brand and experience. 
• Ability to drive insights weekly based on interaction monitoring in the form of a VOC (Voice of the Customer) format. 
• Identify processes and procedures which are hindering various departments from delivering best in class service to our customers. 
• Continuous improvement mapping aligned to quarterly business goals, to be driven by insights from all interaction monitoring and coaching’s across various departments.

Qualifications

• Completed Matric/Grade 12 

Deal Breakers:  

• 3+ years call centre experience with exposure to CRM platforms. 
• 1+ years of call monitoring experience 
• 1+ Coaching experience (Preferred)  
• Data capturing and detail orientation with a good understanding of technical support. 
• Call Centre Quality Assurance knowledge is compulsory  
• Scorecard roll outs and BQ understanding is compulsory  
• Call monitoring systems will be advantageous