Our client based in Century City is looking for a Contact Centre Quality Assurer to join their team.
Key Skills, Qualifications and Attributes Required:
Previous experience in QA or management advantageous
Excellent interpersonal and communication skills
Problem solving skills
Relationship building skills
Analytical Skills Required
Excellent listening skills
Must be driven / self motivated
Ability to work in a routine environment
Report writing skills advantageous
Intermediate to advanced excel skills advantageous
Ability to compile feedback in writing and for verbal purposes
Performing quality assessments on both voice and email customer interactions to ensure that quality and compliance standards are maintained
Ensuring that the targets for call and email monitoring are met, as set out by the Team leader
Attend all relevant development sessions as and when required
Ensure that regular calibration sessions are held with team leaders and management
Compile quality assurance reports
Identify and report problem areas, trends and training needs with the focus on development of call center consultants and Team Leaders
Ensure regular and relevant communication with all stakeholders as it relates to QA
Where possible, suggest improved ways of ensuring customer service to the coaches
Follow all stipulated process and procedure in assessing calls and emails
Liaise with all relevant role players in the event of disputes regarding customer satisfaction measures in order to ensure the accurate and consistent application of procedures
Key Performance Indicators
QA Call/Email Monitoring - As pre-defined each week by the team leader
Adherence to Quality meetings - Ensure that all meeting take place on-time and that you are well prepared to host these meeting with the TL’s / OM’S
QA Communication - Ensuring that proper in-depth feedback is given to the TL’s and the BPM with regards to QA targets and overall quality feedback. This will include areas of improvement/development and the outcome thereof
Account maintenance – On a quarterly basis QA’s are given accounts to maintain and are responsible for all Monthly Report presentations as well as Calibrations
QA Calibration Accuracy - When calibration is done they need to have a minimal margin of error with regards to the difference of the overall quality score ratings
QA Reporting - Ensure that all report for the QA Department is updated and correct at all time. Also that they are sent to the relevant people as per agreement
Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 201704 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 offices 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.
Should you require any additional information give us a call on 021 012 5566.