Assessor: Quality needed at Altron Bytes Systems Integration

Job Description

• Responsible for performing quality assessments of telephonic/electronic  interactions in different departments.
• Conducting coaching and calibration sessions.
• Conducting internal audits, writing reports, and providing improvement recommendations. 
• Performing root cause analysis on problems, and documenting the outcomes.
• Perform training on systems and products.

Key Responsibility Areas:

• To assess and analyse calls in line with our QA framework.
• To assist with coaching and mentoring of staff to improve call quality.
• To provide training or re-training on quality processes when required.
• To assist with other training (product or systems) when required.
• To ensure consistency regarding our calls across the board (greetings, closure, compliance, risk etc)
• To assess whether customer expectations are being met.
• To identify quality and training gaps in the department.
• To conduct weekly calibration sessions in line with current quality or training gaps.
• To perform internal audits in line with SABS ISO 9001:2015 framework.
• To conduct RCA (Root Cause Analysis) against CSI (Customer Service Index), highlighting improvement requirements and Customer Experience
• Calculating and reporting on QA stats using various templates

Essentials

• Good listening and writing skills.
• Report writing
• Data analysis
• Attention to detail
• Holistic thinking in understanding problems and solutions
• Trend analysis
• Understanding the importance of quality.

Advantageous

• Previous QA experience
• ISO9001 experience
• Telephonic assessment analysis
• Process design experience

Educational Requirements & experience needed:

• Matric
• At least 1 year experience in a Call Center Environment.
• At least 1 year quality assurance experience.
• Computer Literate in ALL Office packages (Word, Excel etc.)