We are looking for Quality Assurance Agents with keen attention to detail, an understanding of compliance and the ability to identify breaches.
- Monitor and review sales agents’ telephonic interaction with clients to ensure adherence to quality standards and compliance
- Apply knowledge of current legislation and identify non-compliances / potential breach
- Identify behaviour that may place the company at risk
- Identify high-quality calls that can be added to the training and coaching database
- Implement standards & processes and verify that all internal processes are followed
- Make recommendations that will improve compliance within the company
- Provide management with relevant feedback
- Complete special projects, and miscellaneous duties as prescribed by Management
- Train new employees regarding compliance
Requirements:
Grade 12
Previous experience in Quality assurance / Call monitoring