QA Agent

SUMMARY:
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POSITION INFO:

Purpose of the Role:

As a Quality Assurance Agent, your mission is to protect and elevate every customer experience, ensuring every interaction reflects the care, trust, and excellence we promise. You will be the guardian of our standards, the coach who helps agents shine, and the voice that champions both our customers and our people. By listening deeply, noticing the little things, and guiding others with empathy and precision, you will help us turn good service into unforgettable service.

Role Summary

The QA Agent is responsible for monitoring and evaluating calls, providing constructive feedback, and ensuring compliance with regulatory and company standards.
This role requires exceptional listening skills, sharp analytical ability, and a balance of objectivity with empathy. You will be expected to identify areas for improvement, recognise excellence when you hear it, and coach agents to consistently deliver outstanding service.

Success in this role means becoming both the guardian of our quality standards and a trusted partner in agent development, ensuring that every customer is left with an experience they can trust and remember.

Benefits:

• A role where you directly impact customer satisfaction and company reputation.
• A collaborative, supportive team culture that values integrity and excellence.
• Opportunities to grow within a fast-paced, performance-driven environment.
• Ongoing training, tools, and development to keep you at the top of your game.

Key Responsibilities

• Evaluating calls to ensure compliance with company standards and providing constructive feedback to agents to improve performance.
• Identifying and correcting errors across multiple assessments, ensuring high-quality standards are consistently met.
• Documenting and reporting on the quality of service, products, and customer interactions, and escalating any issues that need attention.
• Developing and implementing standards for assessing call quality and customer service to drive continuous improvement.
• Providing coaching and training support to agents by identifying performance gaps and helping them improve.
• Monitoring trends in customer interactions, providing insights into areas of improvement, and recommending actionable solutions.
• Collaborating with team leaders to address performance issues and implement corrective actions where necessary.
• Ensuring adherence to compliance, legal, and regulatory requirements during all assessments.
• Generating reports and analysis on individual and team performance, highlighting successes and areas for growth.
• Acting as a subject matter expert on call quality and best practices, sharing knowledge and providing guidance to the team.
• Continuously reviewing and updating assessment criteria to ensure they reflect current business and customer needs.
• Assisting in the implementation of new systems and tools to improve the call centre's overall performance.
• Tracking agent development and progress over time, ensuring that individual and team goals are being met.
• Maintaining a positive and supportive environment, where agents are encouraged to improve and reach their full potential.

Required Skills:

• Strong attention to detail with the ability to spot inconsistencies
• Strong customer service mindset and a dedication to delivering top-notch client experiences
• Exceptional listening and analytical skills to assess and improve interactions
• Effective time management and multitasking abilities
• Calm, objective, and fair under pressure.
• Excellent verbal and written communication skills.
• Organised, disciplined, and process-driven.
• Emotionally mature with a coaching-oriented mindset.
• Resilient and adaptable to change.
• Team player who contributes positively to company culture.
• Energetic, self-driven, and target-oriented with a proactive approach
• A team player who promotes a positive work culture and company values
• Good judgment, decisiveness, and accountability

Experience and Role requirements:

• 3–5 years’ proven experience in a Quality Assurance role within a call centre environment, with a track record of driving measurable improvement in service delivery.
• Proficiency in Microsoft Office (Intermediate Word, Basic Excel)
• Bilingual fluency (essential) to ensure clear, effective communication across our diverse customer base.
• Reliable transportation (must be available for late shifts and alternate Saturdays)

Qualifications: 

• Matric (Grade 12).
• Clear criminal and credit record.
• FAIS accreditation / RE5 advantageous.