Quality Assurance Analyst
Job Description
Job Summary
The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre. The QA will monitor outbound calls and email responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Callforce customer's experience.
Responsibilities:
- Participates in design of call monitoring formats and quality standards.
- Performs call monitoring and provides trend data to site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Monitors customer care email responses.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
- Provides feedback to call center team leaders and managers.
- Prepares and analyzes internal and external quality reports for management staff review.
- Perform other duties as assigned.
Recruiter
MNCJobs.co.za will not be responsible for any payment made to a third-party. All Terms of Use are applicable.
Related Jobs
Job Detail
-
Job IdJD1489726
-
IndustryNot mentioned
-
Total Positions1
-
Job Type:Full Time
-
Salary:R15000 per month
-
Employment StatusPermanent
-
Job LocationJohannesburg, Gauteng, South Africa
-
EducationNot mentioned