Job Description

Datafin Vacancies – Junior Quality Assessor (Call Centre) (CPT Onsite)

Job Type: Permanant
Company: Datafin
Job Location: Cape Town

Junior Quality Assessor (Call Centre) (CPT Onsite)

Datafin is looking for a detail-oriented professional to join their team as a Junior Quality Assessor (Call Centre) (CPT Onsite). In this role, you will play a vital part in maintaining service excellence by monitoring and assessing call interactions. Your insights will directly inform KPI feedback and help identify developmental areas for our Service Desk Interns, Systems Technicians, and Systems Engineers.

Key Responsibilities

Call Alignment, Email Review, and Rating

• Audit and rate calls with a focus on telephonic conformance, incident management, and accurate record-keeping.
• Review email correspondence to ensure adherence to standards and evaluate performance.
• Record quality ratings and compile detailed daily, weekly, and monthly reports.
• Identify trends regarding errors or policy non-adherence and spearhead corrective interventions.
• Analyze call volumes, patterns, and staff productivity to recommend operational improvements.
• Ensure customer feedback is accurate and professionally managed.

Reporting

• Collate and prepare quality monitoring reports for clients and internal management.
• Ensure all reporting aligns with internal protocols and branding guidelines.
• Distribute performance reports to Team Leaders, Service Desk Managers, and the Head of Department.

Service Level Validation and Analysis

• Maintain clear, professional, and honest client engagement.
• Evaluate telephony service-level conformance against contractual obligations for Line 1 and Line 2 teams.
• Sample and assess final telephony SLA status within the applicable cycle.
• Compile necessary SLA reports for the Service Delivery Department.

Performance Feedback and Training Support

• Provide actionable performance feedback to Team Leaders regarding staff development.
• Conduct training needs analyses for various Service Desk teams.
• Assess tickets and cases to ensure strict adherence to internal logging protocols.
• Utilize data analysis to drive process improvements and employee recognition initiatives.

Policies and Procedures

• Maintain consistent application of internal procedures.
• Ensure full compliance with company policies, regulations, and management directives.

Requirements and Qualifications

• Matric (Grade 12).
• A formal Quality Assurance or Coaching Certification.
• 2–3 years of experience within a Technical Support or Customer Service Call Centre environment.
• Intermediate to Advanced proficiency in MS Excel and MS Word.
• Valid South African ID.

Personal Attributes

• Strong attention to detail and ability to prioritize tasks effectively.
• Self-motivated with a proactive approach to problem-solving.
• Excellent interpersonal, verbal, and written communication skills.
• Demonstrated agility, professionalism, and effective time management.
• Solid technical aptitude.

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