TRACKER requires the services of a Quality Assurance Coach/Assessor in the Customer Experience Caredesk Department, based at Head Office in Johannesburg. The candidate will be responsible for ensuring that agents adhere to quality standards and procedures, monitoring and evaluating performance, identifying areas of improvement, and ensuring consistency in delivering high-quality customer experience.
Responsibilities:
- Evaluate adherence to company policies/procedures and statutory requirements.
- Evaluate data captured by the customer experience department.
- Evaluate connection with customers as per the company standard.
- Ability to identify business risks.
- Analyze QA results and identify development areas & trends for training purposes.
- Coach, motivate & develop customer service teams in line with company standards.
- Staff empowerment through information sharing and on-the-job coaching.
- Implement & drive campaigns.
- Provide weekly/monthly reports and feedback to the supervisor/manager and others.
- Visibility in their area of support.
- Conduct Calibration sessions.
- Review scripts and templates.
- Involvement in adhoc projects and quality assurance standardization.
Minimum Requirements:
- Matric.
- Minimum of 3 years Customer Service Call Centre experience.
- 1 year Quality Assurance Coach experience, preferably in a similar industry.
- Proficient in Microsoft Office suite (Word and Excel).
- Good understanding of the Contact/Customer Experience environment.
- Previous experience working with Contact Centre Software (Speech Analytics, Recording and assessment systems) will be advantageous.
- Excellent Tracker System and Product Knowledge advantageous.
Competencies and Skills required:
- Coaching and Training skills.
- Presentation & Role-playing skills.
- High degree of emotional intelligence.
- Excellent interpersonal skills.
- Deadline driven and adherence to schedule.
- Logical thinking.
- Ability to motivate and influence the team.
- Ability to handle pressure and work independently.
Please note, if you are not contacted within four weeks, consider your application unsuccessful.
Medical Aid, Provident Fund.
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