Momentum Vacancies in Durban – Quality Assurer

Website Momentum

Job Description:

To deliver quality outputs whilst at the same time working effectively with people and teams, both internally and externally. The successful candidate will be a member of the Quality and Internal Auditing Team and will be required to coach and mentor customer care team members to achieve objectives as agreed upon in Service Level Agreements.

Job Responsibilities:

  • Report training sessions to training coordinator, team leaders and or managers
  • Completing quality reviews on all teams that interact with stakeholders, including reviews on telephonic, email and any other formal written interactions
  • Ensure that targets are met with regards to number of reviews completed per employee per week
  • Reporting (in formal documented manner) to team leaders and or managers on the quality reviews completed per person per week
  • Identify training needs and schedule coaching sessions with team members
  • Planning, supervising, monitoring, and controlling workflow thereby ensuring achievement of specific deadlines
  • Ensure that the processes are followed
  • Ensure familiarity with all ISO processes
  • Compilation of reports for Operations Manager and managing special/improvement projects
  • Analyse statistics and identify trends in measurements
  • Participate in induction sessions –; coaching new employees and ensuring that they adhere to all quality standards
  • Liaison with the IT Team with regards to systems development and enhancements
  • Create, maintain, automate, and report on Operational Teams’ quality measurements
  • Continuously improving the quality review system on the communications system
  • Identify and implement strategies to improve processes
  • Implement and maintain time in motion measurements for all teams

Job Requirements:

  • Quality orientation and attention to detail
  • Innovation (taking prompt action to accomplish objectives)
  • MS Office proficiency
  • Planning and organising
  • Analytical and problem-solving skills
  • Knowledge and understanding of quality standards in a call centre environment
  • Excellent communication skills (both written and verbal)

Qualification & Experience:

  • Tertiary qualification such as a BA in Communication will be advantageous
  • National Senior Certificate with Bachelor’s pass
  • English as a home or first additional language subject in Grade 12 (minimum of a 65% pass for first additional language)

Job Details:

Company: Momentum

Vacancy Type: Full Time

Job Location: Port Elizabeth, Eastern Cape, South Africa

Application Deadline: N/A

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