Location: Gqeberha, In-Office

Salary: Stipend

Period: 12-Month Fixed Term

Company overview

Lightstone is an intelligent solutions company with strong, industry-specific expertise and core capabilities in data management, GIS, analytics and software development.

We specialize in delivering integrated, online knowledge solutions, batch and real-time data quality solutions, and a broad range of geo- spatial and analytic projects to a range of property, business to consumer, government and financial services clients.

We hire exceptional people and provide them with the environment where they can excel. Our non-corporate culture encourages flexibility, collaboration and innovation.

We pride ourselves in our core values to Encourage Participation, Respond to Changing Needs and Win Together, which are reflected in each development, project, product or service we undertake to deliver.

Role overview

This role requires someone with a passion for “doing things right” and anambition to continuously raise the bar through proactive communicationand collaboration.

At Lightstone, the role of a Quality Auditor is multifaceted, encompassingvarious responsibilities geared towards project evaluation, qualityassurance, escalation management, training and development, agentevaluation and support, system enhancements, and collaborative efforts.The auditor ensures adherence to quality standards by conducting dailyevaluations on projects, rectifying data errors, and managing escalationseffectively. They play a crucial role in training agents through creating andupdating training materials, conducting training sessions, and providingrefresher notes periodically to address recurring errors.

Moreover, Quality Auditors engage in agent evaluation and supportactivities, conducting mock calls, providing feedback, and participating incoaching sessions to enhance agent performance. They also contribute tosystem enhancements by improving system efficiencies and defining rolesand processes within the call center management environment.Collaboratively, they attend meetings with project managers and teamleads to discuss project progress and collaborate with various project managers to optimize project efficiencies and targets. This strategicapproach towards quality evaluation ensures standardized, efficient, andclient-centric practices, ultimately enhancing the overall quality assuranceprocess within the organization.

We are currently offering an opportunity for on-the-job training as aLearnership Candidate within the team. This is a 12-month fixed period,where you will also complete a career-relevant 1 year course. Opportunitiesare endless at Lightstone and while there is no guarantee of permanentemployment after this period, we remain open to providing the rightcandidate with an opportunity should there be vacancy at the time.

Qualifications/Requirements

  • Matric
  • Any relevant certifications or degrees advantageous.
  • Valid drivers’ license and own reliable transport advantageous.

Experience

  • Knowledge of market research practices advantageous.
  • Automotive industry knowledge advantageous.

Technical skills

While this is a learnership and on the job training will be provided, for therole of a Quality Auditor at Lightstone, the following technical skills wouldbe advantageous:

  • Data analysis: Ability to analyze raw data extractions and identifytrends, patterns, and errors in project evaluations.
  • Proficiency in CRM software: Experience with CustomerRelationship Management (CRM) software such as CCM (CallCenter Management) systems for managing customer interactionsand data.
  • Microsoft Excel: Proficiency in Excel for data manipulation,reporting, and analysis purposes.
  • Database management: Knowledge of database managementsystems to handle and manipulate large datasets efficiently.
  • Call recording systems: Familiarity with call recording systems forreviewing agent interactions and ensuring compliance with qualitystandards.
  • Presentation software: Skills in creating and delivering trainingmaterials using presentation software like Microsoft PowerPoint orGoogle Slides.
  • Quality assurance tools: Understanding of quality assurance toolsand methodologies for evaluating and improving processes andperformance.
  • Technical troubleshooting: Ability to troubleshoot technical issuesrelated to call center systems and software.
  • Project management software: Familiarity with projectmanagement tools for tracking project progress, managing tasks,and collaborating with team members.
  • Communication technology: Knowledge of communicationtechnologies such as VoIP systems and messaging platforms foreffective collaboration with team members and stakeholders.

Non-technical skills

The following non-technical skills would be advantageous:

  • Attention to detail: Ability to meticulously review and analyze data,identify errors, and ensure accuracy in evaluations.
  • Critical thinking: Capacity to assess situations objectively, identifyroot causes of issues, and propose effective solutions forimprovement.
  • Communication skills: Strong verbal and written communicationskills to effectively convey feedback, deliver training, andcollaborate with team members and stakeholders.
  • Time management: Skill in prioritizing tasks, managing deadlines,and allocating time efficiently to meet project requirements.
  • Adaptability: Flexibility to adapt to changing priorities, projectrequirements, and organizational processes.
  • Analytical skills: Capability to interpret data, draw insights, andmake informed decisions to drive quality improvements.
  • Coaching and mentoring: Ability to provide constructive feedback,guidance, and support to agents and team members to enhanceperformance.
  • Teamwork: Aptitude for collaborating effectively with teammembers, project managers, and other stakeholders to achievecommon goals.
  • Problem-solving: Proficiency in identifying, analyzing, and resolvingissues related to quality assurance processes and projectperformance.
  • Attention to customer satisfaction: Commitment to ensuring apositive customer experience by upholding quality standards andaddressing customer concerns effectively.