Quality Assurance Consultants at Mukuru

Quality Assurance Consultants

• Mukuru has 10 opportunities available for Quality Assurance Consultants to join the Operations team based in Cape Town. The main purpose of this position is to interact with customers to handle complaints, process orders and provide information about the Mukuru products and services. The Quality Assurance Consultant is also responsible for increasing the departments customer satisfaction rating by providing exceptional customer service.
• The Quality Assurance Consultant reports directly to the Quality Assurance Supervisor and is responsible for calling all complaint escalations, conducting root cause analysis whilst handling customer queries 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 Teams, Digital Support Team, Payment Relations and VAS Teams. External liaison is with customers.

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

• To assist with customer complaints
• Conduct real time root cause analysis by asking the correct follow up questions
• To action all requests on behalf of the customer on all relevant systems
• Ensure security measures are in place for new contacts/recipients on all orders
• Verify/recap details again before completing customer requests
• To ensure communication etiquette is adhered to in accordance with quality assurance
• Empower customers by promoting and explaining self-help channels for future requests/services
• Communication cadence rules on escalated/follow up queries with customers are followed/ adhered to
• To promote new and additional products to customers in all corridors
• Inform customers of additional products/services that may benefit them
• Be responsible for customer satisfaction ratings
• To uphold the company brand
• Always provide professional customer service
• To conduct performance management functions to ensure effective running of the contact centre
• Monitor and manage own targets
• Attend all refresher training on any updates on existing products, service, and processes
• Participate in all required compliance training and assessments

Minimum Requirements:

• Grade 12 or equivalent
• Degree/Diploma (Desirable)
• Mukuru call centre training course
• 3 – 5 years customer service experience (Essential)
• 2 – 3 years’ experience in a sales 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 sales techniques
• Knowledge of Scripting
• Knowledge of Customer satisfaction analysis
• Knowledge of Surveying

Additional Skills:

• Communication (verbal and written)
• Patience
• Problem Solving
• Diplomacy
• Self-motivated
• Trust
• Empathy
• Vision
• Time management skills
• Organisational & administrative skills
• Sales/Converting skills
• Attention to detail
• Persuasion skills
• Ability to read customers