Job Description

Pepkor Vacancies – Quality Assurer

Quality Assurer

Company: Pepkor Vacancies

About the Program:
We are looking for a proactive Quality Assurer to uphold and monitor quality assurance processes within the Call Centre, ensuring excellence in all customer interactions via email, fax, and telephone. This role supports overall quality improvement, coaching, and compliance within the team.

Key Responsibilities:

• Conduct quality assessments and provide coaching to Consultants where required
• Report findings to Team Managers and Management
• Participate in designing quality assurance formats and standards
• Analyse quality monitoring data and report performance at team and individual levels
• Provide feedback to Consultants and Team Managers on quality outputs and coaching effectiveness
• Deliver up-to-date quality assurance statistics to manage Contact Centre performance and maintain SLA targets
• Support Compliance by monitoring interactions for regulatory adherence
• Attend calibration sessions to ensure consistent monitoring and evaluation
• Collaborate with the training department to enhance quality processes
• Facilitate open and transparent communication between Quality Assurers, Consultants, Team Managers, and Management

Job Requirements:

Technical and Functional Skills:

• Fluency in Zulu, Xhosa, or Tswana
• Knowledge of Retail Credit Account Management
• Strong verbal and written communication skills
• Excellent customer service skills
• Computer literate and proficient in Microsoft Office
• Ability to work in a dynamic, competitive environment
• Strong attention to detail

Qualifications and Experience:

• Senior Certificate (Grade 12) required
• Previous exposure to a QA environment advantageous
• Numeracy skills essential

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