French speaking Quality Assurance

Position:

Quality Assurance - French speaking

Department:

Customer Experience

Functional Responsibilities:

• Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business needs
• Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data.
• Maintains the files updated for accurate analysis and process improvement / innovation.
• Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics.
• Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance. Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards.

Required skills:

• French language (read, speak and write)
• 3 years working experience in a call centre and at least 2 years within the quality role with impeccable performance.
• Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills.

Job location:

• Jhb (in office role)

Salary:

• R25 000 p/m

Working hours:

• 15h00 – 3am (SA time)

To apply kindly send your updated CV, SA ID/ PR/ Refugee ID permit and supporting documents to