Quality Assurance Specialist – Call Centre Position

Closing Date: 28 February 2023

Our client is a global company focused on making operations work better for our clients. They help established enterprises manage and improve their business processes and scale businesses to accelerate their business growth.

They are a fun, fast-paced environment and their team thrives around creativity and teamwork. They are proud to develop their employees with internal promotions from entry level to team lead, trainer, project coordinator, or other positions. This is a fantastic opportunity to join our client at a time of exciting growth.


  • Oversee and ensure delivery of an exceptional customer service experience within the company and global
  • Perform quality evaluations with call and contact monitoring, implementing accuracy, compliance, and consistent execution of processes and
  • Document any customer service quality issues and prepare and present reports to
  • Provide and assist contact support leads with ongoing feedback and coaching for
  • Review inbound and outbound support calls and chats by objectively assessing skills in the use of scripts, product knowledge, and serviceability, greeting, phrasing, listening, objection handling, effectiveness, and well-mannered end of the
  • Identify patterns and support coordinating and educating staff with any re-training sessions, including participating in one-on-one reviews with contact care representatives and Team The QA will also work with the Operations team to continuously improve any standardized work.

Duties include:

  • Ensure policy and procedures are followed to produce high-quality customer satisfaction
  • Compile and track team and individual performance
  • Monitor compliance
  • Manage and perform internal audits
  • Evaluate performance, providing learning and coaching opportunities.
  • Suggests solutions based on experience
  • Identify methods to improve process continuously
  • Provide management with results of audits and assessments
  • Provide honest and productive feedback on quality review
  • Ensure accuracy of the information and quality delivery by staff to clients/customers
  • Measure skills in the use of phone etiquette, product knowledge, and serviceability
  • Maintain working knowledge of company services and program-specific material


  • Bachelor’s degree or equivalent work experience
  • Superb computer competence, including database management
  • Knowledge of quality assurance terminology, methods, and tools
  • Outstanding customer service skills
  • Focus on quality and customer care
  • Proficient with Microsoft Office
  • Attention to detail
  • Exceptional listening and analytical skills
  • Excellent written and verbal communication skills

About the position:

  • Full time
  • On-site
  • Sandton

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