An exciting opportunity exists forCross FunctionalQuality Assurance Specialistto join the Operations team based in Cape Town.
The main purpose of this position is to quality assess our expert cross functional teams at Mukuru. The Cross functional QA specialist will be responsible of improving the existing and new processes, improve standard operating procedures and customer retention within cross functional team. Cross functional QA will interact with customers, quality assurance specialists and team leaders to handle complaints, quality assess calibration sessions, coaching sessions, training and escalations handled with the cross functional team. The cross functional QA is also responsible for increasing the departments customer satisfaction rating by providing world class service.
The Cross Functional Quality Assurance Specialist reports directly to the Quality Assurance Supervisor and is responsible for quality checks for all complaint escalations, conducting root cause analysis. A key part of the role is to also identify opportunities to make product or service suggestions based on our customers' needs.
Internal Liaison takes place with the with PayOps, Verification, Agents and the Customer Support, Insurance, Wallet Ops & Compliance. External liaison takes place with external customers.
Duties and Responsibilities (include but is not limited to):
To improve and maintain customer service excellence by reducing complaints within the cross-functional team
Conduct real time root cause analysis by asking the correct follow up questions
To action all requests on behalf of the customer on all relevant systems
Ensure security measures, GDPR and POPIA are in place within the cross functional team
Uncover fresh business insights within the cross functional team
To ensure communication etiquette is adhered to in accordance with quality assurance
Empower cross functional team by coaching and developing
Communication cadence rules on escalated/follow up queries with customers are followed/ adhered to
Drive success on new products and services on all corridors.
Attend all projects and customer journey meetings
Be responsible for customer satisfaction ratings
To uphold the company brand
Always provide professional customer service
Compile weekly and monthly reports for the cross function team
Monitor and manage own targets
Attend all refresher training on any updates on existing products, service, and processes
Participate in all required compliance training and assessments
Key Requirements:
Grade 12 or equivalent
Degree/Diploma (Desirable)
Mukuru call centre training course
2 years experience in a Team lead, Supervisory or similar role (Essential)
3 to 5 years quality assurance experience (Essential)
2 to 3 years' experience in a sales environment (Essential)
1 to 2 years data analysis (Desirable)
Verifications, Wallets, Insurance, Payment Operations, Agents and Compliance experience (Essential)
Knowledge of money transfer procedures
Knowledge of FICA regulations
Knowledge of African currencies
Knowledge of customer service principles
Knowledge of communication techniques and practices
Knowledge of sales techniques
Knowledge of call and chat Scripting
Knowledge of Customer satisfaction analysis
Knowledge of Surveying
Additional Skills:
Communication (verbal and written)
Patience
Problem Solving
Diplomacy
Self-motivated
Trust
Empathy
Vision
Time management skills
Organisational & administrative skills
Sales/Converting skills
Attention to detail
Persuasion skills
Ability to read customers
If you do not receive any response after two weeks of the closing date, please consider your application unsuccessful.
NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S EE TARGETS
