Contact Centre QA

TooMuchWifi is a leading provider of fast, reliable and affordable internet connectivity to aspirational communities in South Africa. We are a fast-growing company with a great culture which encapsulates our values - Accountability, Kindness, Integrity, Timeliness and Hardwork.  

We care deeply about our dedicated, hardworking team and the communities we serve.  

Our purpose, mission and social impact drive and inspire us every day. 

Our working environment is colourful, fun, collaborative and kind. We have come a long way and have amazing stories to tell!  

Our ocean facing head office is located in Paarden Eiland, Cape Town with beautiful views of Table Mountain, Robben Island and sunsets. Just one of the perks worth mentioning plus:

• 100% main member contribution for Health Insurance or Medical aid. Medical aid benefits include gap cover and health saver
• Hello Doctor online GP consultations
• 100% main member contribution for Group Life cover which includes death (annual salary lump sum x number of years depending in role level), funeral, child education, critical illness, and income disability cover
• Free 24/7 Employee Assistance Program (EAP) for our staff and their family
• Between 15 and 21 days annual leave allocation depending on role grade
• Birthday leave
• Discounted TooMuchWifi internet packages
• Casual Fridays and fun staff events
• Sport clubs
• Staff loans (interest free)
• Wellness events
• Successful candidate referral bonus for staff

An experienced quality assurance specialist to ensure that all contact centre ensure that all service quality standards are implemented, to achieve company objectives within the contact centre environment.

• The general responsibilities of this role includes the development and improvement of the quality assurance processes and coaching of the Company’s contact centre to drive the consistent delivery of excellent customer service, and effective ticket and call management aligned with the Company’s service quality standards and Key Performance Indicators (KPIs).

• Monitor, evaluate and score customer contacts (calls and tickets) against established quality assurance instruments and standards.
• Provide weekly coaching sessions to individual agents based on evaluation of their customer contacts.
• Conduct calibration and employee communication sessions in order to communicate business goals, quality standards, processes and procedures and policies.
• Provide management and control of the quality assurance processes of the contact centre.
• Perform regular quality audits and quality assurance reviews across all activities within the contact centre.
• Troubleshoot contact centre quality issues and escalate any unresolved, high risk or challenging matters to management without delay.
• Provide accurate and timely quality assurance reports on a daily/weekly/monthly basis.
• Achieve KPIs and demonstrate improvements achieved from both quality management and people development in a measurable format.
• Adhere to the Company’s policies, procedures and standards.

• Recognised Diploma or Bachelor’s degree in a related field or a minimum of 3+ years proven experience in quality assurance.
• Customer Service, Contact Centre Management, or similar qualifications will be an advantage.
• Have knowledge of and experience in contact centre operations and customer service management.
• Advanced computer literacy.
• Lean principles will be an advantage.
• Problem solving skills.
• Excellent communication, reporting and presentation skills.
• Attention to detail.
• Strong influence and motivational abilities.