Description

We are looking for a highly motivated, proactive and resilient individual with a strong knowledge of quality assurance to join our team.
You will be working for a well-established company that is over 100 years old with strong values. An organization that values employee development and rewards excellent performance.

Train, Monitor and Coach Personnel

Train telemarketers on the basic rules for Direct Marketers before they commence work.
Explain quality assurance process to them in detail
Identify areas of improvement or concern and make recommendations
To ensure that telemarketers are compliant at all times by following the sales script.
Offer them assistance with their sales pitch if needed
To identify sales pitch problems, lack of product knowledge, non-compliance, lack of soft skills during these calls Identify areas of repeated misconduct and non-compliance
Forward feedback to Manager for action to be taken or to identify training needs.
Evaluate outcome of each call

Conduct after sale service survey

To call clients that have been contacted by telemarketers, follow the script provided and document the outcome on spreadsheet provided.
To keep detailed daily statistics on the outcome of the survey calls made.
Ask for referrals during all these calls.
Assist in retaining our business and handling of customer queries should the need arise.

Monitor systems

Track defects, test results or other regularly reported quality control data
Conduct systems testing within direct marketing within the time frame provided
Identify problems such as one-way recording, cross recording and blank scripts
Identify and outline system problems, inform the system administrator and Manager

Statistics and Reporting

To keep detailed daily statistics on all problems identified during calls and to e-mail them to the team leader in the report format agreed upon.
To compile monthly quality assurance report from daily statistics and to e-mail to the team leader within time frames given.
To compile monthly survey report from the daily statistics and to e-mail to the team leader within the time frames given.
Provide management with monthly reports
Report major problems and deviations will be reported to senior management

Requirements

Minimum Qualifications

Knowledge and Experience

Technical and Behavioural Competencies

Quality Assurance Officer - Direct Marketing Soweto (gauteng)

Key skills