Providing strategic solutions for administration, phone answering, virtual assistants (EA & PA), & BPO functions.
Quality Assurance Specialist
Location
South Africa
Posted
2 days ago
Salary
R30K - R36K / year
Seniority
Mid Level
Job Description
Quality Assurance Specialist
SmartPA
• Conduct efficient quality reviews on documentation and workflows using SmartPAs best practices, to ensure data integrity and consistency. • Develop and refine AI prompts to automatise routine verification tasks, significantly reducing manual verification time while scaling audit frequency. • Identify the Root Cause Analysis (RCA) for any recurring process failures, detecting the point of failure and collaborating with process owners. • Build and iterate on digital checklists, quality frameworks and 'Golden Standard' templates to guide the delivery team. • Work closely with the Quality Assurance team, to align on quality strategies, provide performance data and improve overall account health. • Support team members through constructive feedback, best-practice sharing and targeted 'Quality Clinics'.
Job Requirements
- Proven experience in a Quality Assurance, compliance or detailed data/process reviewing role within a service-oriented or corporate environment.
- Practical experience with process mapping and workflow documentation tools to visually isolate system bottlenecks.
- Practical experience or a high aptitude for leveraging AI platforms and LLMs (such as Gemini) to streamline tasks, improve accuracy or automatise administrative workflows.
- Experience conducting Root Cause Analysis (RCA) and writing clear, comprehensive quality reviews or documentation reports.
- Advanced proficiency in Google Workspace tools, specifically Google Sheets for data interrogation, alongside Docs and Slides for executive-level reporting.
Benefits
- Competitive Salaries
- Department Incentives
- 33 Days Holiday
- Employee Assistance Programme
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