Tracker requires the Services of Quality Assurance Coaches in the Call Centre, CX Improvement Department, based in Johannesburg. The candidates will be responsible for ensuring that employees within the organization adhere to quality standards and procedures, monitoring and evaluating the performance of individuals or teams to identify areas for improvement and ensure consistency in delivering high-quality customer experience.
Job description
Document and evaluate voice and written assessments using agreed scorecard against specified standards, in line with gaps identified in terms of knowledge, Skills and Processes, and document for monthly reporting
Ensure continuous engagement with agents to build rapport and gather insights into challenges, needs, and potential quality/process enhancements
In cases where First Call Resolution and Data Quality has not been achieved attribute the cause to one of the following: System, Process, or Training
Deliver coaching interventions according to agreed standards, and recommend potential training needs
Identify problem areas, highlight trends and improvement areas
Schedule regular meetings with relevant leaders to cultivate strong working relationships, deliver calibration sessions to ensure consistency in scoring, and ensure the specific area's needs are addressed
Scrutinize various data quality exception reports
Discuss new ideas and implementation thereof across the areas
Support the team in meeting departmental service level targets
Support business leaders in ensuring that staff comply with all SOPs
Minimum requirements
Matric
Minimum of 2 years Customer Service Call Centre experience
1 year's Quality Assurance Coach experience, preferably in a contact centre
Competencies Required:
Excellent telephone etiquette
Coaching and Training Skills
Sound Administrative, Analytical, Business writing, Communication, Presentation; Planning & Role-playing skills.
Passion for people and customer service.
High degree of emotional intelligence.
Proficient in Microsoft Office suite
Deadline driven and adherence to schedule.
Logical thinking
Ability to motivate and influence the team.
Ability to handle pressure and work independently.
Strong leadership skills
Please note, if you are not contacted within four weeks, consider your application unsuccessful.
Benefits
Medical Aid
* Provident Fund
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