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IMB Quality Assurer - Ndeble/Shona-Speaking

Remuneration:Basic salary 
Location:Cape Town
Education level:Matric
Job level:Junior/Mid
Job policy:Employment Equity position
Company:Rhens Consulting

Job description

The quality assurance agent is responsible for call monitoring and providing actionable insight by identifying common customer issues, improve customer experience and agent performance, and help standardize communication processes with customers.

Key Job Functions & Duties

  • Monitor calls of telesales agents
  • Assess agent performance and behavior
  • Coach agents effectively to improve performance and behavior
  • Give input into evaluation methods and process gaps
  • Analyse data to identify recurring problems
  • Provide suggestions and solutions for improvement
  • Keep up to date with general QA trends to continuously improve the process

Working Hours
  • The standard work week is 5 days, with 2 days off on a rotational basis, to be agreed with management.
  • The work week is 45 hours and may include some Saturdays.


Minimum requirements
  • Matric (or equivalent) qualification
  • Previous QA/team leader/supervisory experience, preferably in a financial environment
  • Shona and Ndebele speaking
  • Excellent Communication Skills: English speak & write
  • Excellent Computer (Microsoft Office) literacy: intermediate level

Key Behavioral Competencies
  • Strong customer focus
  • Good listening and observational skills
  • Ability to coach with constructive and helpful feedback
  • Strong communication skills - both written and oral
  • Good report-writing skills
  • Excellent administrative skills and attention to detail
  • Strong analytical skills and an understanding of excel
  • Extremely well organised and self-motivated

Application Process

If you meet the above mentioned requirements please send us your CV to or alternatively WhatsApp 079 651 8174

Please note:
If you have not been contacted within 2 weeks, kindly consider your application unsuccessful.

Posted on 09 Mar 12:48

Ashley Dowman

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