Cape Town: Quality Assurance Agent posted by Skill Set Specialists
Posted on 2025-04-29 00:00:00
| Employer | Skill Set Specialists |
|---|---|
| Category | Other Finance/Accounting |
| Location | Western Cape / Cape Town |
Job Summary
Responsibilities:
- Quality Monitoring: Conduct thorough reviews and assessments of services, and customer interactions to ensure adherence to established quality standards.
- Process Evaluation: Evaluate internal processes and workflows to identify areas for improvement in efficiency and effectiveness.
- Performance Metrics: Develop and implement key performance indicators (KPIs) to measure and track the performance of various departments, teams, and individuals.
- Feedback and Coaching: Provide constructive feedback and coaching to team members to improve overall performance and adherence to quality standards.
- Documentation: Maintain accurate and detailed records of quality evaluations, identifying trends and patterns that may require additional training or process adjustments.
- Collaboration: Collaborate with cross-functional teams to address quality-related issues and implement corrective actions.
- Continuous Improvement: Actively contribute to the continuous improvement of processes, methodologies, and tools to enhance overall quality and efficiency.
Candidate requirements:
- Proven experience in quality assurance or a related role.
- Experience in a customer service or support environment.
- Strong analytical skills with an eye for detail.
- Excellent communication and interpersonal skills.
- Familiarity with quality management systems and methodologies.
- Ability to work independently and collaboratively in a team-oriented environment.
- Proficiency in using quality assurance tools and software.
- High level of motivation, energy, and enthusiasm.
- Needs to be able to work shifts
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