Quality Assurance Consultant
Responsibility
Materially Improved Customer Experience
• Achieve a higher percentage of case logging accuracy
 Appropriate and ongoing staff training
• Achieve high customer satisfaction ratings
 Investigate and report on poor and average ratings for the CCC
 Quality monitoring process in place
• Improve customer understanding of agreed Service Levels
 Communication through case logging process
Appropriately position from a BEE Perspective
• Actively support CSI initiatives as a team
Continue the journey towards inspired, motivated, effective people through:
• Communication
 Commitment to attending company communication and entertainment
• Harnessing the value of diversity
 Promote ongoing awareness of diversity
• Improved management and leadership
 Participate in formal mentoring
• Training
 Commitment to attending training
 Attend training identified in training plans
• Fun
 Attend team building
 Attend monthly internal communication sessions
Relationship Management
• Provide support and advice to support areas
• Consistent positive interaction with Customers
Technology
• Improve and maintain Quality Monitoring technology offering
Training
• Provide Training for Consultants on QA
• Access Consultants on QA