Quality Assurance Specialist: Call Centre

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

Minimum Requirements:

• 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.

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.)