Quality Assurance Support Agent JB3645 at Educor Holdings

Qualifications and Skills:

• Strong attention to detail
• Excellent communication and interpersonal skills
• Analytical mindset with the ability to identify trends and areas for improvement
• Proven experience in data analysis and reporting
• Knowledge of industry regulatory requirements
• Ability to work independently and as part of a team
• Exceptional organizational and time management skills
• Proficiency in Microsoft Office, especially Excel

Educational Requirements:

• Matric certificate
• Data capturing and administration skills
• Previous experience in an administrative role
• Proficiency in Microsoft Excel
• Strong computer literacy

Key Responsibilities:

• As a Quality Assurance Support Agent, you will play a critical role in ensuring that our advisors adhere to standardized scripts, after-call procedures, and accountability standards. Your responsibilities will include:
• Implementing and interpreting quality assurance standards
• Evaluating the adequacy of quality assurance standards
• Developing sampling procedures and guidelines for recording and reporting quality data
• Providing feedback on sales calls using the QA tool
• Documenting internal audits and other quality assurance activities
• Offering feedback on ad-hoc non-sales feedback requests
• Distributing QA reports to the National Sales Manager at the end of each shift
• Providing monthly and year-to-date QA reporting to the National Sales Manager
• Investigating customer complaints and non-conformance issues
• Collecting and compiling statistical quality data
• Analyzing data to identify areas for improvement in the quality system
• Recommending and monitoring corrective and preventive actions
• Preparing reports to communicate the outcomes of quality activities
• Identifying training needs and organizing training interventions to meet quality standards
• Coordinating and supporting on-site audits conducted by external providers
• Evaluating audit findings and implementing appropriate corrective actions
• Monitoring risk management activities
• Maintaining document management systems
• Ensuring ongoing compliance with quality and industry regulatory requirements