Quality Assurance jobs in South Africa

Job Description - Specialist, Quality Assurance - Nights (041Q0)

Specialist, Quality Assurance - Nights

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Quality Assurance Specialist working onsite in Cape Town, South Africa, you’ll be a part of bringing humanity to business. #experienceTTEC

What You’ll be Doing

You’ll evaluate and analyze customer interactions to improve customer experience and satisfaction scores. Your active listening skills will help ensure proper information is given to customers while you analyze spreadsheets to pinpoint any patterns to help guide performance training. This includes ensuring employees provide proper verbal statements, meet client requirements and policies, and finding similarities between associate scripts.

You will report to the Quality Assurance Manager and contribute to the success of the customer experience as well as the overall success of the team.

During a Typical Day, You’ll

1. Assist the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations, such as outgoing correspondence and external survey results.
2. Review and evaluate operational procedures, including Customer Service interactions from all communication channels, service requests, refund processing, Transponder fulfillment, and future quality review implementations.
3. Coordinate logistics and conduct related audits, including sample selection, documentation, and reporting of results.
4. Facilitate periodic calibration sessions with the Customer Service department and all other areas of operations to ensure consistency in the evaluation process.
5. Assist the Quality/Training Manager and Assistant Manager with administrative functions, including developing Standard Operating Procedures (SOPs), Quality Standard Definition Document (QSDD), Quality Forms, and coordinating quality recognition programs.
6. Assist with data and analysis of quality reports in conformance with agreed-upon formats, including developing reports when necessary.
7. Perform special projects as required, such as assisting with the development, research, and delivery of new training or other necessary duties.
8. Flexibility to perform job duties on-site, off-site, or remote, as business needs dictate.

What You Bring to the Role

1. High school diploma or equivalent
2. 6 months or more of customer service and call center experience
3. Understanding, interpreting, and manipulating data for reporting

What You Can Expect

1. Supportive of your career and professional development
2. An inclusive culture and community-minded organization where giving back is encouraged
3. A global team of curious lifelong learners guided by our company values
4. Ask us about our paid time off (PTO) and wellness and healthcare benefits
5. A great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit mybenefits.ttec.com for more information.

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams.