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Durban: Quality Assurance Evaluator

Date 2025-01-22
Job Title Quality Assurance Evaluator
Employer
More Information
Salary
Category It Computing Software
Location eThekwini
/ Durban

Job Summary

KEY RESPONSIBILITIES: To comprehensively evaluate and review selected inbound & outbound sales and service calls and/or loan applications or other business processes and procedures by way of Halo/Datastor/PureCloud to assess quality, the sales consultant`s knowledge, sales technique, and compliance to legislation To ensure that all findings are documented and reported on daily, weekly, monthly as required. Provide ad hoc support to the Sales Call Centre, external sales branches, and line management. Effective Quality Assurance in the Contact Centre/Branches/CCC Dept. • Understanding of and alignment to the CC/Branch/CCC strategies to aid meaningful and constructive contributions. • Understanding of market/funding/credit challenges faced by consultants and how this might affect submissions and productivity. • Understanding of the home loans life cycle, policies and procedures, and all head office department functions. • Understanding of Halo/Datastor/Purecloud, and how to use the systems at our disposal to fully measure and analyze applications. • Comply with all relevant legislation and implement disciplines to mitigate and/or manage risk, specifically CPA. • Precision & attention to detail – Zero defect mentality i.e., all data/reports etc to be double checked for errors prior to submission. Time Keeping and Productivity • Meeting deadlines of projects as agreed with QA Team Leader / Senior Manager • Contributing fully to share of workload • Productivity to be maintained at agreed levels & consistently achieved • Being pro-active in performing extra duties if tasks up to date Extracting, analyzing, and providing meaningful feedback on data • Collect and extract data for relevant task on a consistently accurate basis. • Complete evaluations/ reports/ projects as per performance requirement. • Provide detailed analysis and findings with meaningful feedback to relevant teams/managers. • Constant monitoring for changes in channels/ departments to ensure QA remains aligned. • Excel proficiency – Ability to create/update/manipulate data to create necessary spreadsheets for reporting purposes (including graphs) Aligned values and self-development • Align personal values and team values to the company`s culture and values • Take responsibility for your personal development and career pathing • Subscribe to the company`s code of ethics and ensure that all employees do the same • Comply with all legislation governing the organization • Supports and encourages the Amazing service culture

Quality Assurance Evaluator position available in eThekwini, Durban. This job position was posted by . The job has been posted on 2025-01-22 in the It Computing Software category

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