Overview
Quality Assurance Agent Jobs in Johannesburg, South Africa at Dark Fibre Africa
Job Location : Gauteng, Johannesburg Quick Recommended Links
Jobs by Location
Job by industries
Quality Monitoring and Auditing
Conduct regular audits and assessments of customer interactions (calls, chats, emails, etc.) to ensure alignment with SADV standards and service expectations.
Score interactions based on predefined criteria and provide timely feedback to relevant teams.
Identify and report gaps, deviations, and training needs through monitoring insights.
Analyse escalations and complaints to identify root causes and recommend corrective actions.
Collaborate with team leads and operations to resolve quality-related issues effectively and efficiently.
Process Improvement
Review quality trends, customer feedback, and performance metrics to recommend process enhancements.
Participate in the development and implementation of best practices for improved customer engagement.
Training Support
Assist with onboarding and ongoing training by delivering QA-related feedback and insights.
Support the QA Training and Marketing Supervisor with the creation and facilitation of training material aligned to quality benchmarks.
Documentation and Reporting
Maintain accurate and organised records of audits, evaluations, feedback, and actions taken.
Compile and present QA reports, insights, and recommendations to management on a regular basis.
Cross-Functional Collaboration
Liaise with Customer Service, Technical Support, Sales, and other departments to ensure quality standards are consistently met.
Champion quality and customer experience within the broader team.
Compliance and Standards
Ensure adherence to internal quality policies, industry regulations, and compliance requirements (e.g., POPIA).
Proactively raise compliance risks or quality breaches.
Stay informed about industry trends, tools, and methodologies in Quality Assurance.
Take part in relevant workshops, certification programs, or forums to sharpen QA expertise. Participate in workshops or seminars to enhance professional development
Competencies and Minimum Requirements :
Qualifications :
Matric / Grade 12 or suitable equivalent (Required)
Quality Assurance certification (Advantageous)
Minimum 1 year of Quality Assurance experience within a contact centre
Experience :
Exposure to the telecommunications sector, particularly fibre internet (Advantageous)
Experience in customer journey mapping and VOC (Voice of the Customer) advocacy
Exposure to training facilitation and coaching methodologies
#J-18808-Ljbffr
Title: Quality Assurance Agent
Company: Dark Fibre Africa
Location: Johannesburg, South Africa
Category: Quality Assurance – QA/QC (Quality Control / Manager, Quality Technician/ Inspector, QA Specialist / Manager)
