|Training Start Date||:||Expected Start Date: ASAP|
|Fixed-Term||Training agreement or if known Subject to 3 months probationary period|
|Reports To||:||QA Team Leader|
|Purpose of the Job||:||Primarily to provide independent quality assurance checks on agents work delivered across voice and digital channels, although predominantly within Telco campaign. The role holder will work with key stakeholders (internal and client) in designing, implementing and further improving quality frameworks to ensure they measure agreed contractual and quality dimensions.
Undertake agreed work sampling levels using identified insights to target improvements at process and agent levels.
Provide campaign management with reporting / analysis and ad-hoc coaching
|Minimum Qualifications and Experience||:||
|Competencies Required||:||Ability to work independently.
May be required to liaise directly with client
Excellent interpersonal & communication skills
Passionate Driven and compassionate
Hard Working, Enthusiastic, Self-Motivated, and Tenacious
A positive, professional, and flexible attitude to work.
Results and target driven with a desire to succeed.
Ability to multi-task (listen and type at the same time)
Attention to detail
Stakeholder management (preferred)
|Agent Profile||:||Age preference 18 years and older with a valid SA ID
Work experience essential (Telco call centre experience 1-2 years)
Neutral accent when communicating
Strong literacy and verbal communication in English
Goal driven, enthusiastic and competitive
Good reference checks from previous employers
|Salary; Incentives & Commissions||:||To be Agreed|
Expected start date
|To be Agreed