QA Auditor

The Ignition Group is one of Africa's largest providers of technology, media, telecommunication and financial services, and is built around a powerful purpose - to make life better through innovative technology. We approach markets that are traditionally complex and contested, and then simplify them, making life easier for consumers, and business more efficient for our partners. Ignition, a central business vertical to the Ignition Group, was founded in 2002, by brothers Sean and Donovan Bergsma. Ignition Group, now one of Africa's largest investors in technology, media, telecommunications and financial services sectors, provides a platform for sustainability and success. With a staff complement of nearly 3 000 people, we have a team of experts in the fields of IT, Finance, Marketing, Human Resources, Sales, Development, Compliance, Customer Care, Training and Support. Ignition Group has built a sound infrastructure to support a number of business verticals within the Group, allowing the business verticals to swiftly develop, innovate, adapt and support our Business Partners and strategies.Description Quality Assurance and Assessment Listen to, monitor, and assess calls and email responses to provide actionable insights that will improve agent and workflow performance. Participate in the design of customer contact monitoring formats and quality standards. Use the quality monitoring data management system to compile and track performance at individual and team level. Coordinate and review customer contact calibration sessions for contact centre employees to maintain consistency in internal evaluations. Proactively identify agent behaviour and workflows that drive sales and improve customer experience. Implements investigation schedules and quality assurance audit calendar. Analyse all customer service metrics and recommending strategies to improve key performance indicators. Compliance Reference quality standards, ensure agent and process requirements are adhered to. Assist with the creation and implementation of contact centre quality processes and procedures. Make recommendations for enhancements to training materials to enhance the overall customer experience. Reporting Provide trend data and feedback to relevant internal stakeholders. Prepare, analyse and submit internal and external quality audit reports for management review. Prepare and presents accurate report findings with management. Requirements Knowledge, skills and attributes: Demonstrates good verbal and written communication and customer service skills, dedicated to providing exceptional customer care. Exceptional attentive listening and analytical skills. Solid knowledge of the organization's products and/or services. Familiarity with customer relationship management systems. Impeccable attention to detail, strong knowledge of call management operating procedures and response, ability to multitask in a fast-paced environment, good interpersonal skills, adaptability to change, and exceptional product knowledge including key benefits and features. Education and training: Matric Bachelor's degree or diploma in a relevant field advantageous. Registration with relevant contact centre and training industry. Experience: At least 2 years working experience as a contact centre agent or within a retail environment providing customer service. At least 1 years' experience in a quality assurance process role. Experience working with the MS office suite and related contact centre technologies, including databases. Proven experience in a busy customer service or call handling work environment, with frequent people contact, particularly on the telephone, including handling difficult callers and sensitive matters. Solid experience facilitating and implementing coaching plans. Experience in call management operating procedures and response.