Quality Assessor: FS Credit needed at TFG

Key Responsibilities:

• Ensuring that the daily, weekly, and monthly productivity targets are met according to the department’s SLA.
• Measure adherence to compliance by ensuring fair and minimal variance against the relevant legislation.
• Ensure reports and trends are compiled accurately in line with the specific portfolio.
• Provide feedback on quality-related issues and training needs to the relevant stakeholders.
• Conduct monthly QA communication and calibration sessions with operational stakeholders.
• Identify opportunities and provide recommendations for quality and business process improvements.
• Conduct coaching and counselling accordingly in line with departmental requirements and internal operations support and standards.
• Apply coaching for performance principles in all operational interactions.
• Execute business coaching principles diligently and effectively in line with EX and CX standards.

Qualifications and Experience:

• 1 year experience in a contact centre environment
• Working experience with voice logging systems
• Intermediate to advanced MS Excel skills
• Excellent written and communication skills
• Strong numerical and analytical skills
• To be able to gather data and align reporting requirements
• To analyse data and tell a story through reporting
• Ensure data accuracy and quality in reports
• To be able to highlight translated data into actionable insights
• Business Coaching experience advantageous

Skills: 

• Ability to work independently and work well in a team 
• Be a leader of self and others and manage tasks with diligence and integrity
• Identify risk and highlight it to the business
• Effectively persuade and influence relevant stakeholders
• Excellent attention to detail, planning, and problem-solving skills