Quality Assurance Consultant

Remuneration:	market-related
Location:	George
Job level:	Junior/Mid
Job policy:	Employment Equity position
Type:	Permanent
Reference:	#BH-307
Company:	Badger Holdings

Join our team as a quality assurance consultant at Badger Holdings South Africa!

Are you passionate about ensuring exceptional customer service and maintaining the highest quality standards? Badger Holdings South Africa is looking for a quality assurance consultant to join our dynamic team in George, Western Cape and help us excel in delivering top-notch call centre performance.

Core function:

The primary responsibility of the quality assurance consultant is to measure and analyze call centre quality and customer service practices against established criteria. Using these insights, you'll make recommendations to drive improvements and uphold our reputation for excellence.

Responsibilities/key duties:

• Monitor Quality Standards: Ensure call centre compliance with quality and service standards, as well as relevant Insurance regulations, including FAIS, POPI, NCA, and the Insurance Act.
• Design and Innovate: Participate in developing call monitoring formats and quality standards.
• Analyze Trends: Prepare detailed quality performance trend data for teams and individuals and report findings to management.
• Customer Contact Monitoring: Oversee the quality of e-mail interactions with customers.
• Facilitate Calibration: Lead call calibration sessions to align staff on quality standards and expectations.
• Provide Feedback: Collaborate with team leaders and managers to offer constructive feedback and insights.
• Enhance Service Quality: Recommend tools, techniques, or processes to improve service delivery.
• Conduct Ad-Hoc Audits: Perform special audits as requested by management.

What we’re looking for:

We’re seeking a detail-oriented, analytical, and proactive individual with a keen eye for quality and a passion for continuous improvement.

Proficiency in multiple languages will be highly advantageous. (Xhosa, Venda, Zulu, Pedi and Tswana)

If you’re ready to make an impact and help us maintain excellence in customer service, we’d love to hear from you!

Apply today and be part of a team that values quality, innovation, and collaboration!

Posted on 24 Jan 15:50, Closing date 22 Feb