Job Description
About the Role
We are seeking a skilled and experienced Quality Assurance Agent to join our team in Cape Town City Centre. As a QA Agent, you will play a critical role in ensuring that customer interactions meet our company’s high standards of quality, compliance, and professionalism. Your expertise in evaluating call centre performance, providing constructive feedback, and identifying areas for improvement will be invaluable to our organisation.
Key Responsibilities
- Monitor Customer Interactions: Evaluate calls, chats, and emails to ensure customer service agents follow company guidelines, compliance requirements, and best practices.
- Quality Scoring: Apply standardized evaluation criteria to assess agent performance on factors like communication skills, adherence to scripts, professionalism, and problem-solving abilities.
- Feedback and Coaching: Provide detailed and constructive feedback to agents based on evaluation findings on the calls. Support agents in understanding quality expectations and enhancing their customer interaction skills.
- Process Improvement: Identify trends, recurring issues, and areas for improvement in service delivery. Work with team leaders /CM to implement corrective actions and refine training programs.
- Reporting: Prepare regular reports on QA findings, summarizing key insights, improvement areas, and progress metrics. Present findings to management as required.
- Training Support: Assist in training sessions, workshops, and calibration meetings to ensure agents are well-versed in quality standards and practices.
Requirements
- Education: Matric
- Experience: Minimum 12 years in a quality assurance role within a SALES call centre or BPO environment.
About Customer service / support Jobs in Cape Town Region
The customer service and support industry is a vital component of the Cape Town region’s economy, with a high demand for skilled professionals to provide excellent service to customers across various sectors. Typically, this field offers a stable and growth-oriented career path, especially in industries that rely heavily on customer interaction, such as technology and financial services.
In terms of compensation, salaries for customer service and support roles in Cape Town can vary widely depending on factors like experience, company size, and industry sector. Generally, salaries range from R20 000 to R40 000 per month for entry-level positions, while more senior roles can command salaries between R50 000 to R80 000 per month. However, it’s essential to note that these are broad estimates and actual salaries may differ based on individual circumstances.
Common skills required for customer service and support roles in Cape Town include excellent communication and problem-solving skills, the ability to work well under pressure, and a strong knowledge of products or services being offered. Additionally, many employers also look for candidates with basic computer skills, such as Microsoft Office proficiency, and experience working in a team environment.
The technology industry is one of the most significant sectors that employ customer service and support professionals in Cape Town, alongside financial services and manufacturing. Other common industries include healthcare, e-commerce, and education. In these sectors, customer service representatives play a crucial role in resolving customer complaints, answering queries, and providing overall support to customers.
For those looking to start or advance their careers in customer service and support, there are numerous opportunities for growth and development. Typically, career progression paths involve moving into more senior roles within the company or exploring opportunities in related fields like account management, sales, or operations. With experience, it’s also possible to transition into specialized roles, such as technical support specialist or customer success manager.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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