QA Call Centre Agent, Bryanston, Johannesburg. SURGO manages a wide range of Outsourcing functions, including Customer Support, HR Outsourcing, RPO, Payroll Processing, IR Management, Administration, Training and more. We are recruiting for an experienced QA Call Centre Agent to join our fast-growing team.

Job Purpose: Assisting in the smooth operation of QA in order to meet business, internal, and certification requirements; this may include gathering client requirements for the development of a QA plan, assisting the migration team in the implementation of the QA plan for new client processes, and ensuring consistent delivery on the QA program. Act as a catalyst for change and improvement in performance of quality.

Qualifications and Requirements: Grade 12. 1  2 years experience in similar role or adequate experience and understanding pertaining to Quality Assurance. Quality managing and monitoring experience within contact centre environment (Advantageous). Familiar with QA concepts and methodologies within a contact centre environment (Advantageous). Customer Service and Contact Centre experience (Advantageous). Intermediate to Advance knowledge and experience in Computer Hardware and Software such as Microsoft Office (Word / Excel). Experience/ knowledge with implementation of QA Corrective action methods.

Well versant with on-line learning methods and tools. Ability to analyse data and familiar with ESAT monitoring / reporting (Advantageous). South African Citizenship required. Fluent in English Language (Verbal and Written). Clear Criminal record.

Technical Competencies: Above average Microsoft Office Tools capabilities: Excel, Word, PowerPoint etc. (or substitute programs). Excellent knowledge and navigation skills of all systems used directly and indirectly in Customer Service.

Duties: Assist in delivering process management rigor to ensure superior service. Reviewing QA accordingly. Support in development of process improvement and innovation strategies. Assist with planning and execution of projects. Build relationships with to drive improvements. Facilitate sharing of best practices from within and outside the organisation. Assist in planning and creating new coaching strategies. Assist with coaching to ensure outliers meet the minimum requirements.

Working hours: Monday to Friday, 08h00 - 17h00 (overtime might be required operationally).

Salary:  R 8,000 CTC per month.

Position Location: You will be working remotely (Laptop and Wifi SIM and Dongle provided). Temporary offices based in Bryanston and Midrand (as operational need arise).

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Contact Surgo HR and Training: 0874700317