Quality Assurance Specialist
| Purpose of the Job: | |
| The purpose of the Quality Assurance (QA) Specialist is to enhance the overall customer experience by monitoring and assessing a variety of customer interactions—across voice calls, emails, face-to-face engagements, and other channels. Through detailed analysis and storytelling via structured reporting, the QA Specialist provides insights into the end-to-end customer journey. A core aspect of this role is the identification of business impact metrics, performance trends, and potential risks that can inform continuous improvement. The QA Specialist adds value by ensuring effective governance of the QA framework and aligning outcomes with client and business objectives. In addition, the QA Specialist plays a pivotal role in supporting learning and development initiatives—coaching both new hires and existing employees with the aim of improving service quality, consistency, and customer satisfaction within the Business Support Area. | |
| Overview: | |
| EducationNational Certificate – Matric (NQF 4)Higher Certificate – A Higher Certificate or Diploma in Quality Assurance (NQF 6)Higher Certificate – Professional certifications in quality or risk management are advantageous, such as:Certified Quality Auditor (CQA)Six Sigma Yellow/Green BeltFinancial Services Risk or Compliance certifications Experience Contact Centre – Insurance / employee benefit industry experience will be beneficialMinimum 2 years of experience in a Quality Assurance role within a contact centre or customer service environment.Proven track record in monitoring and evaluating customer interactions (calls, emails, chats, face-to-face).Familiarity with QA frameworks, scorecards, and random sampling methodologies.Experience analyzing customer service metrics such as CSAT, First Call Resolution (FCR), and Average Handling Time (AHT).Skilled in coaching and providing constructive feedback to front-line staff.Knowledge of ISO standards or other quality management frameworks (advantageous).Experience preparing detailed quality and performance reports.Ability to collaborate effectively with Training, Operations, and Management teams.Experience working with contact centre technology platforms (CRM, call monitoring, QA software) .Key responsibilitiesConduct Quality Assurance Perform daily quality assurance activities focused on monitoring, measuring, and evaluating staff interactions, utilizing a random sampling methodology to ensure unbiased review.Analyze customer service metrics such as CSAT (Customer Satisfaction Score), evaluating how team performance impacts these key performance indicators (KPIs).Assess support interactions against internal quality standards to maintain consistency and service excellence.Provide meaningful, constructive feedback to agents following evaluations, ensuring feedback targets are met to support continuous improvement.Conduct customer repeat analysis to identify recurring issues and areas for process enhancement.Create Error Analysis and Root Cause Analysis (RCA) reports on a weekly basis to highlight trends and inform corrective actions.Ensure the QA process is fully compliant with ISO guidelines, maintaining quality and governance standards.Identify and communicate agent improvement areas to management for targeted coaching and development.Complete calibration exercises periodically, aligning evaluation criteria and scoring with team standards.Lead and participate in projects aimed at improving QA processes and overall team performance.Perform ad hoc analysis on trends and patterns emerging from QA assessments to identify systemic issues.Attend relevant meetings to develop and refine procedures, workflows, and quality assurance strategies.Serve as the central point for information gathering and reporting, facilitating communication with the larger QA and management teams.Develop and implement inspection standards to ensure consistent quality evaluations.Assist in the preparation and presentation of quality reports to stakeholders, providing actionable insights for business improvement. Conduct Coaching Conduct coaching sessions as needed to improve agent performance and adherence to quality standards.Drive positive behavioral and performance changes through effective coaching techniques.Document all coaching sessions thoroughly, ensuring records are saved securely in the designated Training folder.Identify instances of non-compliance and escalate or take appropriate follow-up actions to address issues.Utilize a variety of coaching methods, including role plays and scenario-based training, to reinforce learning and skill development.Collaborate with line managers to identify poor performers and jointly develop targeted improvement plans.Ensure coaching efforts align with overall business objectives and contribute to enhanced customer service outcomes. Needs Analysis Conduct needs assessments to identify training requirements for new hires and existing employees through open communication across all organizational levels and departments.Analyze gaps in learning to pinpoint areas requiring improvement.Provide recommendations to the business for enhancing employee performance.Ensure learner profiles are created and maintained for all new staff.Utilize relevant business tools (e.g., QA reports, customer surveys, complaints) to identify performance needs.Consult regularly with business units to determine and address gaps in learning.Monitor staff performance and recommend appropriate interventions. Identify learning material gaps and update content accordingly.Communicate assessment reports and findings with relevant stakeholders.Provide post-training support to reinforce learning.Deliver feedback on learner progress and performance to management.Bridge the gap between learning initiatives and on-the-job performance.Support new learners by offering coaching and guidance.Provide detailed feedback to management after completion of specific training programs.Develop and provide job aids, on-the-job assistance, and connect learners to additional resources.Partner with management to keep staff updated on evolving policies and procedures, ensuring a consistent customer experience.Take accountability for staff development and continuous growth. ReportingCompile and submit comprehensive monthly reports to the line manager that include:Quality assurance scores and trendsCustomer satisfaction metrics (CSAT, NPS)Compliance and adherence ratesCommon errors or issues identified during evaluationsProgress on improvement initiatives and coaching outcomesProvide weekly reports to the business, focusing on:Real-time performance trendsKey highlights and immediate concernsCustomer feedback summaries and complaint analysisAny urgent escalations or risks affecting service qualityImmediately raise any red flags, risks, or urgent issues identified during quality assessments or customer interactions to management and relevant stakeholders to enable swift resolution.Deliver timely, actionable feedback to learners and managers regarding individual and team performance results, including strengths and development areas identified through QA.Communicate changes related to products, processes, or systems promptly to ensure the business stays informed and adapts quickly. Competencies Sound working knowledge of Microsoft packages, CRM, Contact centre TelephoneAbility to efficiently complete business tasks with a focus on achieving results within deadlines.Strong negotiation skills to effectively influence and collaborate with stakeholders.Effective time management and planning skills to meet goals and priorities.Commitment to delivering value-added service that enhances customer satisfaction. Proficient presentation skills to communicate ideas clearly and confidently.Experience managing the entire training life cycle, including analysis, design, development, implementation, and evaluation of training materials. Solid understanding of the Retirement Fund Industry and its regulatory environment.Good knowledge of Contact Centre operations and best practices.Working knowledge of South African ETD (Employment Tax Directive) legislation.Strong relationship-building skills to foster teamwork and positive interactions.Excellent verbal and written communication skills.Ability to multitask and handle multiple responsibilities simultaneously.Proactive in anticipating change and managing its impact effectively.Innovative thinker capable of delivering creative solutions and improvements.Ability to adjust language, terminology, and communication style to suit the needs and understanding of the team and stakeholders.Demonstrated ability to work cooperatively within a group, contributing as an effective team member toward common goals.Possess the energy, motivation, and drive necessary to meet work challenges and deadlines.Willingness and ability to follow prescribed rules, procedures, and instructions within a defined framework to ensure consistency and compliance.Strong emotional intelligence: the ability to sense and understand the feelings, perspectives, and concerns of team members by actively engaging with their values and needs.Ability to align personal behavior with organizational priorities and goals through commitment and determination.Flexibility and adaptability to accept and manage change effectively, modifying approach to maintain productivity across different circumstances, individuals, processes, protocols, and cultures.Clear and concise written communication skills to ensure messages are understood by the intended audience.Professional and approachable demeanor, with the ability to interact effectively with individuals at all levels of the organization.Resilience and stress management skills to maintain focus, enthusiasm, and professionalism when facing challenges or pressure.Problem-solving mindset with the ability to address issues constructively while maintaining composure.Strong analytical skills with a logical and detail-oriented approach.Excellent problem-solving abilities to identify issues and implement effective solutions.Proficient in training, coaching, and providing constructive feedback to support continuous improvement.Exceptional interpersonal and people skills, fostering positive working relationships.High attention to detail and accuracy in all tasks.Commitment to delivering excellent customer service.Technical proficiency with relevant tools and software.Outstanding verbal and written communication skills.Strong sense of accountability and ownership of responsibilities.Effective team player who collaborates well with others.Demonstrates initiative by going the extra mile to achieve results.Professional and friendly demeanor, able to engage with all levels of the organization.Resilient under pressure, maintaining focus, enthusiasm, and composure during stressful situations.Patience and tolerance to efficiently complete repetitive tasks within required turnaround times. |
| Closing date: | 27 Nov 2025 |