Traction Apps is a one-stop platform for small businesses to accept payments, run their businesses, and access capital for growth, We are building the operating system for SMEs in Africa!
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We are on the lookout for a Quality Assurance Specialist who will be responsible for ensuring the ticketing, call center and issues resolution processes observe the company’s quality standards in implementing.
Create a systematic, process-driven approach to customer outreach and relationship management
Identify and source opportunities through inbound lead follow-up and outbound engagement
Deliver a great experience to our customers while engaging - you will represent our brand and be our customers’ liaison internally
Coordinate with the product, other commercial and operations teams to optimally deliver to customers
Interpret, build upon, and comply with company quality assurance standards
Carefully maintain and monitor complaint, call center and ticketing processing through records and tracking systems, including root cause and corrective actions
Document quality assurance activities with internal reporting and audits
Develop new standards for customer issues management, with improvements as needed, and create testing protocols for implementation across all teams
Pursue continuing education on new solutions, technology, and skills to ensure company-wide compliance
Analyze and investigate Traction product complaints or reported quality issues to ensure closure in accordance with company guidelines and external regulatory requirements
Develop or update company complaint and inspection procedures to ensure capture and investigation, as well as proper documentation of complaints
Monitor, maintain and analyze problem logs to identify and report recurring issues to management and product development teams
B.Sc in relevant field
2+ years experience in issue resolution or call center experience
Ability to multitask efficiently and handle competing priorities at once
Strong written and verbal communications skills, presentation and facilitation skills
Proficient in: Microsoft Office Suite including Excel, PowerPoint, Project, and Word
Strong decision making and problem solving skills.