14 Quality Assurance jobs in Durban

• 3-years Call Centre experience in a customer service role.
• Reporting and analysis or QA experience.
  
  

• Betting experience
• Team management experience.
  
  

• Supervise the daily operations of the QA department and QA team, with assessors responsible for monitoring and evaluating customer interactions (calls, emails, chats & other).
• Ensure alignment of Contact Centre SOP’s and QA training, coaching and assessment
• Oversee the integration of QA assessment and coaching for social media and other online platforms
• Management and allocation of team tasks and duties
• Conduct regular quality calibration sessions with team members and operations respectively, to ensure consistent scoring and alignment with business goals (to align with scorecards and guidelines).
• Collate QA reports for contact centre and statistics for campaigns.
• Highlight areas of development based on contacts evaluated, (either product knowledge, soft skills/telephone etiquette etc.) and provide feedback to the contact centre management team
• Provide collated monthly reporting on contact centre progress.
• Manage reporting on QA activities, including key performance indicators (KPIs) such as agent adherence to quality standards.
• Oversee training guide creation and coaching training content based on the insights taken from evaluations.
• Identify trends and effectively alert the respective Departmental Management team.
• Develop and implement corrective measures for implementation by Management.
• Handle escalated issues and coach QA assessors on complex evaluations and feedback delivery.
• Drive continuous improvement initiatives by identifying gaps and implementing process enhancements.
• Stay updated on industry trends and best practice in quality assurance and contact centre operations.
• Any other ad hoc duties that might be required.
  
  

• Quality focused
• Good listening skills
• Strong coaching ability
• Customer Service Excellence
• Exceptional reporting and admin skills
• Knowledge of betting types and procedures.
  
  

Talksure is looking for a highly qualified Quality Assurance Team Leader

MAIN PURPOSE OF THE ROLE

Oversee and manage the day-to-day operations of a Quality Assurance team.

DUTIES AND RESPONSIBILITIES

1. Ensure customer satisfaction through monitoring agent interaction with the customer.
2. Collate and distribute reports.
3. Liaise with sales departments.
4. Analyse and monitor sales agent trends.
5. Audit sales and complete evaluation forms.
6. Lead and support investigations.
7. Management of BYC.
8. Manage a QA team to ensure effective monitoring and evaluation of agents on a regular basis.
9. Update sales agents lists.
10. Monitor QA agents' productivity statistics.
11. Monitor QA agent workload.
12. Attendance Management.
13. Coaching and development of QA agents.

QA Monitoring

1. Collate and distribute reports.
2. Lead and support investigations.
3. Analyse and monitor sales agent trends.

Workflow Management

1. Ensure that agreed service levels and required standards are met.
2. Clear and updated daily, weekly, and monthly QA priorities.
3. QA workload distribution and monitoring.

Calibration sessions

1. Conduct calibration sessions between the QA evaluators to ensure efficient and effective communication of customer wants and needs.
2. QA inductions and oversight of the live dial process.
3. QA refreshers held with the sales environment on request.
4. Conduct and lead calibration sessions with the sales team.

QUALIFICATIONS AND EXPERIENCE REQUIRED

1. Matric.
2. Minimum of 5 years experience as a Quality Assurance team leader in a contact centre.
3. Experience in an outbound contact centre (advantageous).
4. Intermediate level for MS Office.

NB: Thank you for choosing Talksure as your employer of choice. Please note that if you do not hear from us within 14 working days after the closing date of the advert, please regard your application as unsuccessful. We wish you well in your future endeavors.

Automation Testing

• Learn and become proficient in UiPath for developing automated testing scripts—no prior knowledge required; training will be provided.
• Design and implement automated test scripts to enhance testing efficiency and accuracy.
• Integrate automated testing into the overall testing strategy, ensuring seamless alignment with manual testing processes.
• Continuously update and maintain automation scripts to adapt to new software versions and features.
• Collaborate with the development team to understand system functionalities and create effective test automation strategies.
• Monitor and report on the effectiveness of automated testing, providing insights for continuous improvement.

Quality Assurance and Testing

• Understand the business requirements by analyzing the business requirements documentation as produced for specific projects.
• Prepare test data/cases and detailed test conditions to match specific project requirements, including preparation of the test environment to facilitate the commencement of testing.
• Test developed systems to ensure compliance with business specifications by matching test data against the output produced by the developed system.
• Perform stress testing on various systems where necessary by loading volume transactions.
• Communicate findings and any recommendations to the team to ensure that all issues and faults documented during the initial testing process are appropriately addressed.
• Re-test developed systems until they are error-free.
• Create test data on both new programs and software and modified versions of existing programs and software.

• 1-2 years in Quality Assurance, Automation Testing.