Synopsis
My client is seeking a Quality Assurance Agent with 5+ year’s quality management experience in a Call Centre environment to join their team on a 3 year contract.

Qualification and Experience
Grade 12
Certificate in Quality Assurance
Experience: Minimum 8 years (preferably over 10 years) in quality management, including: Quality Assurance, Service Desk.
Familiarity with the IVANTI Service Desk system (previously known as HEAT) or similar ATS systems.
Roles and Responsibilities
The contact centre service will support the channels below (and any other new channels):

Email support.
Telephonic support (both inbound and outbound).
Walk-in centre face to face support.
Instant Messaging/AI Support.
Special projects (training, exhibitions, solution testing, etc.).