Quality Assurance Specialist

Are you passionate about delivering top-notch customer service and ensuring the highest quality standards? Were seeking a dedicated Quality Assurance Specialist to join our Payment Operations team. In this vital role, youll be at the forefront of evaluating and enhancing the quality of customer interactions across calls, chats, and emails. Your mission will be to meticulously monitor and assess each customer touchpoint, ensuring excellence and boosting our overall customer satisfaction rating.

As a Quality Assurance Specialist, you will be the go-to person for handling customer service escalations, conducting thorough root cause analyses, and addressing customer complaints with tailored solutions. Your insights will directly contribute to refining our services and products, driven by a deep understanding of our customers' needs.

Reporting directly to the Quality Assurance Supervisor, you will collaborate closely with internal teams including Contact Centre Team Leads, Digital Support, Payment Relations, and VAS Teams, while also engaging with customers to maintain a high standard of service. If you have a keen eye for detail, a proactive approach to problem-solving, and a commitment to exceptional customer experiences, we invite you to apply and be a key player in our commitment to quality and excellence.

Duties And Responsibilities (Include But Are Not Limited To)

• Search for and listen to call recordings, chats, emails for all team members daily.
• Evaluate and score recorded based on various criteria of the score card (e.g., compliance, accuracy of information provided to the customer, professionalism, etc.).
• Identify strengths, opportunities for improvement, and any compliance violations in customer interactions.
• Provide detailed, insightful, and constructive feedback on evaluations.
• Enter daily quality assurance (QA) data into Excel spreadsheets in order to track scores and trends.
• Conduct weekly feedback sessions with team leaders to discuss individual and team performance.
• Conduct team leader Agent calibration sessions.
• Record in detail any deviations/errors identified through the quality assessment.
• Provide QA support for investigations including non-conformance, root cause analysis complaints.
• Assist Quality Assurance Supervisor with audits as needed.
• Proactively communicate internally with key stakeholders and management concerning quality issues, improvement initiatives, and overall performance.

Reporting

• Provide team leaders and managers with weekly/monthly combined assessment reports based on the errors made and discuss performance.
• Provide and highlight trend analysis which will identify growing trends.
• Provide weekly/monthly reports to business, which illustrates consultant quality scores, trends, and calibration variances.

Self-Development

• Ensure that Product knowledge is continuously developed and that the required standard for product knowledge is maintained.
• Look for opportunities to develop and improve competencies.
• Ability to apply logic and methods to solve difficult problems with effective solutions.
• Ability to work with minimum supervision, adapt to a changing environment quickly, and think independently.
• Strong interpersonal skills and ability to work effectively at all levels in a collaborative team environment.
• Demonstrate attention to detail and accuracy in work, especially in composing, typing, and proofing, establishing priorities, and meeting deadlines.
• Results driven, bottom-line oriented, strive to exceed goals, and motivate self and others to achieve positive outcomes.
• Communicate effectively both verbally and in writing with managers, colleagues, and individuals inside and outside the organization.
• Exhibit a professional manner in dealing with others and work to maintain constructive working relationships.

Key Requirements

• Grade 12 or equivalent (Essential)
• Degree/Diploma (Desirable)
• Mukuru call centre training course (Desirable)
• 3 5 years customer service experience (Essential)
• QA experience in a call centre environment (Essential)
• 6 12 months data analysis experience (Desirable)
• Knowledge of money transfer procedures (Essential)
• Knowledge of FICA regulations (Essential)
• Knowledge of African currencies (Desirable)
• Knowledge of customer service principles (Essential)
• Knowledge of communication techniques and practices (Essential)
• Knowledge of Scripting (Desirable)
• Knowledge of Surveying (Desirable)
• Ability to handle multiple tasks in a production-driven environment.
• Ability to adapt well to new situations and shifting priorities.
• Must be flexible with schedule.

Additional Skills

• Communication (verbal and written)
• Patience
• Problem Solving
• Diplomacy
• Self-motivated
• Trust
• Multi-task
• Interpersonal
• Adaptable and Influential

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a work-like environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANYS DIVERSITY AND INCLUSION PLANS