Job Description

Pepkor Vacancies – Quality Assurer

Quality Assurer – Pepkor Vacancies

Job Description

Main Purpose of the Role:

The Quality Assurer is responsible for maintaining and enhancing quality assurance processes within the Call Centre environment. This role ensures that all customer interactions—across email, fax, and telephone—consistently reflect the brand’s standards and deliver exceptional service.

The position also plays a key role in driving continuous improvement by supporting training initiatives, participating in calibration sessions, and fostering transparent communication between Quality Assurers, Consultants, Team Managers, and Management.

Key Responsibilities:

• Conduct quality assessments and provide coaching to Consultants where necessary
• Communicate findings and performance insights to Team Managers and Management
• Contribute to the development and improvement of quality assurance standards and evaluation formats
• Analyze quality monitoring data to report on individual and team performance
• Deliver structured coaching feedback based on quality assurance outcomes
• Provide feedback to Team Managers regarding coaching effectiveness and team performance
• Ensure accurate and timely reporting of quality assurance statistics to support Contact Centre operations and SLA targets
• Support compliance by monitoring interactions for adherence to regulatory and internal standards
• Participate in quality assurance calibration sessions to ensure consistency in evaluation processes

Requirements

Technical and Functional Skills:

• Fluency in Zulu, Xhosa, or Tswana is required
• Strong understanding of Retail Credit Account Management
• Excellent verbal and written communication skills
• Strong customer service orientation
• Computer literacy with proficiency in Microsoft Office
• Ability to perform effectively in a fast-paced and competitive environment

Qualifications and Experience:

• Grade 12 (Senior Certificate) is essential
• Previous experience in a Quality Assurance environment is advantageous
• Strong numerical ability and exceptional attention to detail

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