Overview
We are Recruiting!
Our client in Harare is looking for an experienced and well-spoken Quality Assurance Specialist to join their team for a job vacancy within the hardware retail industry.
To oversee email interactions, ensuring customers receive timely, appropriate responses and accurate quotations based on their requirements. The role also ensures the quality and consistency of customer service responses through email, maintaining high standards of communication and resolving customer inquiries efficiently. The role also involves verifying stock availability information, auditing responses, training agents, and implementing necessary improvements
To apply or for more information follow the link below.
The responsibilities of the role include, but are not limited to:
- Review and evaluate email responses for quality, accuracy, and adherence to company standards.
- Provide feedback and coaching to email support agents.
- Develop quality monitoring formats and ensure proper documentation.
- Identify training needs and work with the training team to improve email support quality.
- Prepare quality reports and present findings to management
Requirements:
- A relevant diploma or degree in Business Administration, Communications, or a related field.
- CXAZ qualification will be an added advantage.
- Minimum of 2 years’ experience in a call centre as an agent.
- Supervisory experience in a call centre environment is required.
- Experience with email communication platforms and CRM systems.
- Prior experience in quality assurance is an advantage.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
- Ability to handle multiple tasks and meet deadlines.
- Familiarity with hardware retail products and services is an added advantage.
Interested and suitably qualified candidates should send their CV’s to [email protected] no later than 28th February 2025. PLEASE NOTE: Only Shortlisted candidates will be contacted.
