Description

       Quality Assurance and Assessment

• Listen to, monitor, and assess calls and email responses to provide actionable insights that will improve agent and workflow performance.
• Participate in the design of customer contact monitoring formats and quality standards.
• Use the quality monitoring data management system to compile and track performance at individual and team level.
• Coordinate and review customer contact calibration sessions for contact centre employees to maintain consistency in internal evaluations.
• Proactively identify agent behaviour and workflows that drive sales and improve customer experience.
• Implements investigation schedules and quality assurance audit calendar.
• Analyse all customer service metrics and recommending strategies to improve key performance indicators.

Compliance

• Reference quality standards, ensure agent and process requirements are adhered to.
• Assist with the creation and implementation of contact centre quality processes and procedures.
• Make recommendations for enhancements to training materials to enhance the overall customer experience.

Reporting

• Provide trend data and feedback to relevant internal stakeholders.
• Prepare, analyse and submit internal and external quality audit reports for management review. 
• Prepare and presents accurate report findings with management.

Requirements

Knowledge, skills and attributes:

• Demonstrates good verbal and written communication and customer service skills, dedicated to providing exceptional customer care.
• Exceptional attentive listening and analytical skills.
• Solid knowledge of the organization’s products and/or services.
• Familiarity with customer relationship management systems.
• Impeccable attention to detail, strong knowledge of call management operating procedures and response, ability to multitask in a fast-paced environment, good interpersonal skills, adaptability to change, and exceptional product knowledge including key benefits and features.

Education and training:

• Matric
• Bachelor’s degree or diploma in a relevant field advantageous.
• Registration with relevant contact centre and training industry.

Experience:

• At least 2 years working experience as a contact centre agent or within a retail environment providing customer service.
• At least 1 years’ experience in a quality assurance process role.
• Experience working with the MS office suite and related contact centre technologies, including databases.
• Proven experience in a busy customer service or call handling work environment, with frequent people contact, particularly on the telephone, including handling difficult callers and sensitive matters.
• Solid experience facilitating and implementing coaching plans.
• Experience in call management operating procedures and response.