Quality Assurance Specialist at iKhokha

In addition to the above, you will:  

• Perform call monitoring on calls within the Inbound Sales Team. 
• Perform chat monitoring on all WhatsApp/chats within the Inbound Sales team 
• Perform email monitoring on all HubSpot within the Inbound Sales team 
• Set clear QA goals and targets in line with Sales Trainers goals and objectives. 
• Daily check ins with the team to understand their QA requirements and report back on any findings and communicate if training is required 
• Participate in Customer listening programs to identify customer needs and expectations. 
• Ensure all coaching’s, trainings, process and etiquette are practiced on all forms of communication. 
• Ensure no misinformation or misconduct on any form of miscommunication 
• Through effective listening, identify areas of improvement. 
• Verify that the Inbound Sales Specialist is providing accurate product information. 
• Ensure Inbound Sales Specialist adheres to call back schedules and the sales process. 
• Identify positive and negative trends of Inbound Sales Specialists (broken down by team). 
• Logging the QA results on various systems and spreadsheets as required. 
• Create a QA scorecard and Phonetics guideline for Inbound Sales Specialists to adhere to  
• Coordinates with Inbound Team Leaders and Managers to ensure an appropriate number of audits are performed for each Inbound Sales Specialist. 
• 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. 
• Provide Daily, Weekly and Monthly reporting to Inbound Sales Specialists and relevant Line Mangers  
• Provide reports and updates on feedback to Line Managers post sessions. 

Qualifications:  

• Minimum of a matric qualification. 

Deal Breakers:  

• 2+ years call centre experience in a and Quality assurance role 
• 2+ years customer service experience 
• High attention to detail and exceptional active listening skills 
• Solid understanding of a Quality Assurance process 
• Call Centre Quality Assurance knowledge is a must 
• QA Scorecard Creation and Development 
• Telesales, customer service, FICA