QC Consultant, Johannesburg

We are seeking a dedicated Quality Control Specialist to join our dynamic QC team. In this pivotal role, you will ensure excellence in customer interactions by listening to and evaluating calls across various departments, including Sales, Client Care, Lead Generation and Retentions. Your insights and feedback will directly enhance the quality of our customer experience.

KEY DUTIES AND RESPONSIBILITIES:

• Listen to, analyse, and provide constructive feedback on call recordings from multiple departments.
• Verify and enhance QC notes by incorporating a comprehensive understanding of consultants' perspectives.
• Communicate improvement suggestions clearly and effectively to the QC manager and relevant team members.

ADDITIONAL INFORMATION:

• Working Hours: 08:00 to 16:30
• Flexitime available post-probation period (3 months), subject to management approval.
• Remote working opportunities available based on satisfactory performance.
• Basic Salary: R16,500 plus incentives.
• IPS Health and Wellness applies the principles of employment equity and will consider applications from designated groups, including candidates with disabilities, that meet the requirements.

IDEAL CANDIDATE REQUIREMENTS:

• Bachelor's degree (3-year minimum) is essential.
• Excellent communication skills with fluency in both English and Afrikaans (additional languages advantageous).
• Objective, trustworthy, discreet, and capable of maintaining confidentiality.
• Confident, innovative, analytical thinker who is detail-oriented and can identify creative solutions.
• Ability to effectively use call monitoring and quality assurance software and tools.
• Strong organizational and time management skills, capable of working independently and collaboratively.
• Knowledge of call centre operations and quality assurance processes.