Job Description

Pepkor Vacancies – Quality Assurer

Quality Assurer – Pepkor Vacancies

Job Description

Main Purpose of the Role:
The Quality Assurer is responsible for maintaining and enhancing quality assurance processes within the Call Centre environment. This includes monitoring service delivery across multiple communication channels such as telephone, email, and fax to ensure consistent representation of the brand and adherence to quality standards.

The role also supports continuous improvement by participating in calibration sessions, assisting training initiatives, and fostering transparent communication between teams to drive overall service excellence.

Key Responsibilities:

• Conduct quality assessments and provide coaching to Consultants where required.
• Share assessment findings with Team Managers and Management to support performance improvement.
• Participate in the development and refinement of quality assurance standards and evaluation formats.
• Analyse quality monitoring data to report on individual and team performance.
• Deliver structured feedback to Consultants based on quality assurance outcomes.
• Provide feedback to Team Managers and Management regarding coaching interventions and progress.
• Ensure timely and accurate reporting of quality assurance statistics to support Contact Centre performance and service delivery within SLA targets.
• Support compliance by monitoring interactions for adherence to regulatory and internal standards.
• Attend calibration sessions to ensure consistency and accuracy in evaluation processes.
• Collaborate with the training team to support quality improvement initiatives.
• Promote open, transparent communication across all levels to enhance service quality.

Minimum Requirements:

• Senior Certificate (Grade 12).
• Fluency in Zulu, Xhosa, or Tswana.
• Experience or exposure to a Quality Assurance environment is advantageous.
• Understanding of Retail Credit Account Management processes is beneficial.

Skills and Attributes:

• Strong verbal and written communication skills.
• Excellent customer service orientation.
• High level of attention to detail and numerical accuracy.
• Proficiency in Microsoft Office applications.
• Ability to work effectively in a fast-paced and competitive environment.
• Strong analytical and problem-solving skills.
• Ability to provide constructive feedback and coaching.

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