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  • Posted: May 11, 2022
    Deadline: May 18, 2022
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  • 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!
    Read more about this company

     

    Quality Assurance Specialist

    Job Description

    • 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.

    Responsibilities

    • 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

    Requirements

    • 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.

    Method of Application

    Interested and qualified? Go to Traction Apps on tractionapps.freshteam.com to apply

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