Job title : Assessor: Quality
Job Location : Gauteng, Johannesburg
Deadline : November 02, 2024
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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.)
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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