Quality Assurance Administrator - PG Glass (Bedfordview)

PG Glass

PG Glass is the leading supplier of auto glass and building glass replacement services in Southern Africa. Over 110 Fitment Centres are available to replace or repair auto glass, PG Glass Medic® chip repair, windscreen wipers, TempSecure windows and replace glass in homes and buildings. A 24 hour contact centre is available to serve customers and process insurance claims. PG Glass fit only genuine Shatterprufe®, Safevue®, OE glass, Armourplate®, LLumar® and PG SmartGlass® products

Main Job Purpose

To monitor, analyse and evaluate Contact Centre agents’ customer interactions and behaviours to ensure consistent alignment and compliance with operational guidelines, while identifying improvement opportunities that ensure an exceptional customer experience throughout all engagements.

Main Objectives

• Continuously monitor, analyse and evaluate agent behaviours and customer interactions in a structured manner to identify improvement opportunities that enhance sales and customer experience.
• Establish and maintain quality standards for both objective and subjective indicators, with consistent monitoring and reporting.
• Identify and propose process, system and behavioural improvements, and measure implementation success to support continuous improvement.
• Assist, guide, coach and counsel agents to adopt value-adding initiatives and improve identified shortcomings, ensuring sustained quality standards and reduced wastage.
• Monitor Contact Centre and industry trends to identify optimisation opportunities and improve competitiveness through continuous skills development.
• Establish, implement and maintain structured reporting, data analysis and feedback mechanisms to enable proactive management of resources, processes and systems.

Critical Job Requirements

Qualifications

• Grade 12 (Matric)

Knowledge

• Contact Centre methodologies
• Customer Service industry principles
• Quality frameworks
• Coaching practices

Skills

• Strong problem-solving ability
• Excellent communication skills
• High attention to detail

Experience

• Minimum 4 years’ overall Contact Centre experience
• At least 2 years’ experience in a related Quality Assurance role

PG Group, and its subsidiaries, are committed to the principles of employment equity and as such are equal opportunity employers.  Qualified applicants who apply for any vacancies will be considered with due consideration based on of fairness and equity. Factors such as race, ethnicity, religion, sexual orientation, gender identity, national origin or disability are not consider exclusively and are not determinative of any appointments made by PG Group or its subsidiaries.

Requisition ID: 3219