Job Description
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
  • Process minded
  • Computer Literacy
  • 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
Key Accountability:
  • 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.
Job Type
Full-Time Regular

Location
Cape Town Western Cape

Min Salary
0.00 ZAR

Max Salary
0.00 ZAR