Quality Assurance Specialist (In-House & Dayshift)

Job description

We are a world-leading smart mobility SaaS company with over 2.8 million subscribers across 23 countries, and we are looking for a Quality Assurance Specialist to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency. Appreciate your perusal on our company background prior to the interview . Karooooo Responsibility: Assessment and Rating: Evaluate agents’ interactions with customers (inbound and outbound calls, e-mail, chat (Viber)) to ensure service excellence. Rate interactions according to predefined criteria, focusing on communication skills, problem-solving, and adherence to policies. Communication and Feedback: Provide daily feedback to agents and supervisors regarding their performance. Communicate assessment results, highlighting strengths and areas for improvement, to facilitate professional development. Reporting: Consolidate individual agent scores to create a monthly team report. Prepare detailed reports highlighting overall team performance, trends, and areas needing improvement. Collaborate with management to devise strategies for continuous improvement based on feedback. Requirements: Attention to Detail: Ability to notice subtle aspects of customer interactions, ensuring accuracy and compliance with quality standards. Analytical Skills: Capability to analyze customer service calls objectively, identifying both strengths and areas for improvement. Coaching Skills: Proficiency in providing constructive guidance and coaching to enhance agent performance. Listening Skills: Exceptional ability to actively listen and comprehend customer conversations, recognizing underlying concerns and sentiments. Experience: Previous experience in customer service, particularly in call center environments, is preferred. Adaptability: Ability to adapt coaching strategies based on individual agent needs and varying customer scenarios.