What key accountabilities you will have in the role? 

• Check the register figures and the issued capital
• Assess the quality of a wide range of customer enquiries/updates, ensuring Customer Service Representatives (CSRs) provide exceptional levels of service, up to date information and deliver first point resolutions
• Maintain a comprehensive working knowledge of processes and systems across all product lines
• Evaluate and record the quality and performance during each call, summarising findings; providing coaching, advice and guidance based on audit finding (Voice only)
• Evaluate and assess correspondence/transactions providing coaching via live coaching and/or Workflow coaching (Corres/TSG)
• Utilise findings constructively to provide support and subject matter expertise to update processes, procedures, providing feedback to our Technical Learning & Development teams where applicable.
• Develop job aids and other tools to assist CSRs in improving overall quality of interactions
• Support/motivate staff to achieve demonstrably improved results, providing intervention where necessary
• Work within Data Protection guidelines to ensure customer data is protected
• Act on ad-hoc requests from Quality Manager/relevant Contact Centre Manager to ensure quality standards are met
• Working in conjunction with Team Leaders to support improvement/development plans and provide quality performance updates

What skills and experience will you bring to the role?   

• Grade 12
• 1 – 3 years QA experience in a Contact Centre environment (Preferred)
• Relevant qualifications in relation to coaching/QA
• Any courses completed on internal LMS with regards to coaching/QA
• Diploma/Degree in Business or equivalent (Advantageous)