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 info@jai.co.za