Job Description
SURGO manages a wide range of Outsourcing functions, including Customer Support, HR Outsourcing, RPO, Payroll Processing, IR Management, Administration, Training and more!

We are recruiting for an experienced Portuguese QA Call Centre Agent to join our fast-growing team.

Job Purpose:
Assisting in the smooth operation of QA in order to meet business, internal, and certification requirements; this may include gathering client requirements for the development of a QA plan, assisting the migration team in the implementation of the QA plan for new client processes, and ensuring consistent delivery on the QA program. Act as a catalyst for change and improvement in performance of quality

Qualifications and Requirements:
  • Grade 12
  • 1 – 2 years’ experience in similar role or adequate experience and understanding pertaining to Quality Assurance
  • Quality managing and monitoring experience within contact centre environment (Advantageous)
  • Speak, Read and Write in Portuguese
  • Familiar with QA concepts and methodologies within a contact centre environment (Advantageous)
  • Customer Service and Contact Centre experience (Advantageous)
  • Intermediate to Advance knowledge and experience in Computer Hardware and Software such as Microsoft Office (Word / Excel)
  • Experience/ knowledge with implementation of QA Corrective action methods
  • Well versant with on-line learning methods and tools.
  • Ability to analyse data and familiar with ESAT monitoring / reporting (Advantageous)
  • South African Citizenship required
  • Fluent in Portuguese and English Language (Verbal and Written)
  • Clear Criminal record
Technical Competencies:
  • Above average Microsoft Office Tools capabilities: Excel, Word, PowerPoint etc. (or substitute programs)
  • Excellent knowledge and navigation skills of all systems used directly and indirectly in Customer Service
  • Assist in delivering process management rigor to ensure superior service
  • Reviewing QA accordingly
  • Support in development of process improvement and innovation strategies
  • Assist with planning and execution of projects
  • Build relationships with to drive improvements
  • Facilitate sharing of best practices from within and outside the organisation
  • Assist in planning and creating new coaching strategies
  • Assist with coaching to ensure outliers meet the minimum requirements
Working hours:
  • Monday to Friday, 08h00 - 17h00 (overtime might be required operationally)
  • R 8,000 CTC per month
Position Location:
  • You will be working remotely (Laptop and Wifi SIM and Dongle provided)
  • Temporary offices based in Bryanston and Midrand (as operational need arise)

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202031 subject heading or email body.

Please note that due to the high volume of CV's received, only shortlisted applicants will be contacted. Should you not receive communication from our office within two weeks of submission please note that your application will not be considered for this position.

We will keep your CV on file and re-establish contact with you should opportunities in line with your expertise become available again.

Job Type
Full-Time Regular

Cape Town Western Cape

Min Salary
0.00 ZAR

Max Salary
0.00 ZAR