- Location
- Cape Town, Western Cape
- Type
- Full-time
- Department
- IT
- Experience
- 5+ years
- Source
- RecruiterFlow
Description
Quality Assurance Specialist
Location: Cape Town – Office-Based
Salary: R18,500 per month
Start Date: ASAP
About the Company
Our client is a leading South African technology and telecommunications company that is transforming the way people stay connected. They are looking for an experienced Quality Assurance Specialist to monitor and improve the quality of customer interactions and sales processes within a fast-paced contact centre environment.
About the Role
As a Quality Assurance Specialist, you will be responsible for monitoring, evaluating and reporting on the quality of customer interactions. You will identify areas for improvement, provide constructive feedback and work closely with sales and operational teams to ensure consistent quality standards and exceptional customer experiences.
Experience within the telecommunications industry is highly preferred.
Key Responsibilities
- Monitor and evaluate customer interactions, including calls and other customer engagements.
- Conduct regular quality assessments and audits.
- Assess interactions against established quality standards, processes and compliance requirements.
- Identify trends, performance gaps and opportunities for improvement.
- Provide constructive feedback to consultants and relevant stakeholders.
- Work closely with operational teams to support continuous improvement.
- Maintain accurate quality records and reporting.
- Prepare regular reports on quality trends and performance.
- Ensure adherence to company policies, processes and customer experience standards.
- Identify recurring issues and recommend improvements.
- Stay up to date with product, process and industry developments.
Minimum Requirements
- Matric / Grade 12.
- Minimum 5 years' experience in a Quality Assurance role.
- Experience within a contact centre environment.
- Experience within the telecommunications industry is highly preferred.
- Experience in monitoring and evaluating customer interactions.
- Strong analytical and reporting skills.
- Excellent attention to detail.
- Strong written and verbal communication skills.
- Ability to provide clear and constructive feedback.
- Good understanding of quality assurance processes and continuous improvement.
- Strong organisational and time-management skills.
What the Company Offers
- R18,500 per month.
- The opportunity to join a leading technology and telecommunications organisation.
- Career growth and ongoing professional development.
- A collaborative, high-performance working environment.
- The opportunity to contribute to improved customer experiences and operational quality.
- Immediate start available.
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