About Quantanite: Quantanite is a global leader in the business process outsourcing (BPO) and customer experience (CX) sectors. With a dedicated team spread across four continents, we are committed to delivering innovative solutions and exceptional service to our clients. We are currently seeking a dedicated Quality Assurance Specialist to join our vibrant team and contribute to our commitment to continuous improvement and operational excellence.Your Role at Quantanite: As a Quality Assurance Specialist, you will be pivotal in upholding and enhancing the standards of service delivered by our contact centre agents. Your role involves a blend of data analysis, quality monitoring, and proactive coaching to ensure our service quality consistently exceeds expectations. Key Responsibilities: Champion continuous improvement by analyzing performance data and driving high standards through quality initiatives.Conduct quality evaluations and coach contact centre agents on voice, case, and written service quality to develop their skills and adherence to processes.Collaborate with Team Leaders to ensure consistent application of Quantanite quality standards through regular calibration.Lead customer experience testing and client quality evaluations to identify areas for enhancement.Oversee the accreditation process for new hires, ensuring they align with client-specific policies and procedures. What We're Looking For: At least 6-12+ months worth of experience in a Quality Assurance or senior quality assurance role, preferably within a business process outsourcing environment.Strong analytical skills with a proven track record in managing data and driving performance improvements.Excellent coaching skills, utilizing methods like the "grow" model for positive and impactful agent development.Robust knowledge of Microsoft Office/Google Workspace and basic report-writing capabilities.Exceptional communication skills, both verbal and written, and the ability to work effectively both in a team and independently.Relevant qualifications such as a Matric, Generic Management, or a coaching-related certification. Additional qualifications in Quality Assurance, Statistics, or Project Management would be advantageous. Why Join Quantanite? Be part of a dynamic, innovative team that is making a tangible impact on the global BPO landscape.Enjoy the flexibility of working hours that suit your lifestyle and commitments.Opportunity to grow professionally in a supportive and challenging environment.
