Quality Assurance Specialist - Payment Operations at Mukuru

The Quality Assurance Specialist will be responsible for scoring and/or assessing the quality of calls, chats and emails taken by our Payment Operations team, they will monitor and assess the quality of customer interactions across all channels and also be responsible for increasing the departments customer satisfaction rating by providing exceptional customer service.

This role reports directly to the Quality Assurance Supervisor and the QA specialist will be responsible for handling all customer service related escalations, conducting root cause analysis whilst handling customer complaints and tailoring their approach accordingly. A key part of the role is to also identify opportunities to make product or service suggestions based on our customers’ needs.

Internal Liaison takes place with the Contact Centre Team Leads, Digital Support Team, Payment Relations and VAS Teams. External liaison is with customers.

Duties and Responsibilities (Include but is not limited to):

• Search for and listen to call recordings, chats, emails for all team members daily

• Evaluate and score recorded based on various criteria of the score card (e.g., compliance, accuracy of information provided to the customer, professionalism, etc.)

• Identify strengths, opportunities for improvement, and any compliance violations in customer interactions

• Provide detailed, insightful, and constructive feedback on evaluations

• Enter daily quality assurance (QA) data into Excel spreadsheets in order to track scores and trends

• Conduct weekly feedback sessions with team leaders to discuss individual and team performance

• Conduct team leader Agent calibration sessions

• Record in detail any deviations / errors identified through the quality assessment

• Provide QA support for investigations including non-conformance, root cause analysis complaints.

• Assist Quality Assurance Supervisor with audits as needed.

• Proactively communicate internally with key stakeholders and management concerning quality issues, improvement initiatives, and overall performance

Reporting

• Provide team leaders and managers with weekly/monthly combined assessment reports based on the errors made and discuss performance

• Provide and highlight trend analysis which will identify growing trends

• Provide weekly/monthly reports to business, which illustrates consultant quality scores, trends and calibration variances

Self-Development

• Ensure that Product knowledge is continuously developed and that the required standard for product knowledge is maintained

• Look for opportunities to develop and improve competencies

• Ability to apply logic and methods to solve difficult problems with effective solutions.

• Ability to work with minimum supervision, adapt to a changing environment quickly, and think independently

• Strong interpersonal skills and ability to work effectively at all levels in a collaborative team environment.

• Demonstrate attention to detail and accuracy in work, especially in composing, typing, and proofing, establishing priorities and meeting deadlines

• Results driven, bottom-line oriented, strive to exceed goals, and motivate self and others to achieve positive outcomes

• Communicate effectively both verbally and in writing with managers, colleagues and individuals inside and outside the organization

• Exhibit a professional manner in dealing with others and work to maintain constructive working relationships

Key Requirements:

• Grade 12 or equivalent

• Degree/Diploma (Desirable)

• Mukuru call centre training course

• 3 – 5 years customer service experience (Essential)

• QA experience in a call centre environment (Essential)

• 6 – 12 months data analysis (Desirable)

• Knowledge of money transfer procedures

• Knowledge of FICA regulations

• Knowledge of African currencies

• Knowledge of customer service principles

• Knowledge of communication techniques and practices

• Knowledge of Scripting

• Knowledge of Surveying

Additional Skills:

• Excellent Communication skills (verbal and written)

• Patience

• Problem Solving

• Diplomacy

• Self-motivated

• Trust

• Ability to Multi- task

• Inter-personal skills

• Adaptable and Influential

• Ability to handle multiple tasks in a production-driven environment

• Ability to adapt well to new situations and shifting priorities

• Must be flexible with schedule