Quality Assurance Representative
Quality Assurance Representative
Posted on :
22-07-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
Quality Assurance Representative
We are a blue chip company a leader in the broadcasting media sector. Due to expansion and growth the following position has risen in our organization.
Reporting to the Quality Assurance and Training Manager the incumbent will be responsible for doing evaluations on each representative in various functions and be able to give constructive feedback and coaching with a view to enhancing customer experience.
Key Outputs
(Products services programs and information which the individual must provide to external individuals or groups or one another to accomplish the organization s mission and strategy)
Monitor and evaluate touchpoint representatives (where possible)
Provide feedback to representatives with regards to their quality performance
Complete feedback sheets
Identify and escalate training needs
Report Deviances from Standard Operating Procedures to Supervisors
Coach CSRs
Managed conflict related to QA Audits.
Evaluate and recommend processes and procedures of Operations Divisions
Conduct trend analysis
Develop and Maintain evaluation criteria
Handle escalated queries
Manage and monitor QA system
Identify and contribute to quality initiatives Ops delivery
Prepare quality reports
Regularly report to the various functional teams on employee performance evaluations specific to observations conducted through quality monitoring and screening activities.
Trend Analysis
Developed and maintained evaluation criteria
Researched quality standards
Documented gaps identified from QA evaluations in CDI ratings vs. QA ratings
Requirements
COMPETENCIES & EXPERIENCE
Minimum first degree in social sciences or a business related field
An additional focused Call Centre qualification and/or Diploma in Customer Services Management will be an added advantage
3 years of working experience at the Call Centre or in the Service Industry with some supervisory level experience
Experience at technology oriented service firms; Mobile telephony BPO call centres etc. will be an added advantage
Excellent interpersonal skills
Ability to motivate to produce results
Excellent oral and written communication skills
Dependability
Multi-tasking
Employment Type
Full Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
