French speaking Quality Assurance
Jai Search Consultancy · Johannesburg, Gauteng
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Start free — we apply for you →Position: Quality Assurance - French speaking
Department: Customer Experience
Functional Responsibilities
- Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business needs
- Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data.
- Maintains the files updated for accurate analysis and process improvement / innovation.
- Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics.
- Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance. Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards.
Required skills
- French language (read, speak and write)
- 3 years working experience in a call centre and at least 2 years within the quality role with impeccable performance.
- Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills.
Job location
- Jhb (in office role)
Salary
- R25 000 p/m
Working hours
- 15h00 – 3am (SA time)
To apply kindly send your updated CV, SA ID/ PR/ Refugee ID permit and supporting documents to info@jai.co.za