Job Description
The main purpose of this position is to enhance the customer experience journey by assessing call centre interactions (calls, email, chat, other), enable low-risk and zero-surprises BAU and producing reports which tells the story of the customer experience journey. Actively engage stakeholders for information sharing purposes regarding quality findings and trends. Contribute towards Continuous Improvement initiatives to improve compliance, processes, systems and skills.
Key Responsibilities
· Daily Quality audits as per process requirement
· Provide Feedback to the agents for defects identified
· Conduct Customer repeat analysis for all the errors received from the clients
· Achieve monthly sampling numbers as per the target
· Complete feedback targets per the QSD
· Contribute brainwave ideas to improve the process
· Assist in preparing relevant quality reports
· Complete RCA for all defects identified
· Ensure the QA process adheres to ISO guidelines
· Identify the improvement areas for agents and share it with the Deputy Manager - Quality
· Communication with clients, when required
· Complete the Calibration exercise on a periodic basis as defined in QSD
· Create Error analysis/RCA Report on a weekly basis
· Attend all development and quality trainings that are identified for a QA
· Help operations in identifying the training needs for the ops associates
· Drive projects and be part of the projects that are identified in the team
Knowledge, Skills and Attributes:
- Analytical skills and time management
- Coaching and Feedback
- Conflict Management
- Interpersonal skills and people skills
- High attention to detail and accuracy
- Exceptional knowledge of customer care process and systems
- Proficiency in verbal & written English
- Strong communication and interpersonal skills
- Excellent working knowledge of MS Word and Excel
- Strong administrative skills
- Excellent presentation skills
- Ability to master new applications quickly
- Excellent organizational, time management and co-ordination skills
- Strong analytical ability and logical thinking style
- High sense of accountability
- Team player
- Goes the extra mile
Qualifications
· Grade 12/Matric
· Minimum 24 months’ experience as a quality assessor
· Lean Six Sigma certification will be beneficial (yellow/green belt)
· Insurance industry experience will be beneficial
Additional Information
Afternoon and night shifts – Monday to Sunday (rotational shifts)
Candidates are required to have fibre or live in a fibre enabled area.
