Quality Assurance Coach (Product Support)
Listing reference: track_001204
Listing status: Online
Apply by: 26 April 2024
Position summary
Job category: Customer Service
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: No
Introduction
TRACKER requires the Services of a Quality Assurance Coach in the Customer Service Product Support Department, based 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
- Document and evaluate all assessments using the scorecard against specified standards.
- Recommend potential training and coaching interventions where applicable.
- Highlight trends and improvement areas.
- Schedule regular meetings with Managers and Supervisors to cultivate strong working relationships and ensure the specific area's needs are addressed.
- Ensure continuous engagement with agents to build rapport and gather insights into challenges, needs, and potential quality/process enhancements.
- Monitor First Call Resolution for voice, written communications, and document for monthly reporting.
- In cases where First Call Resolution and Data Quality have not been achieved, attribute the cause to one of the following: System, Process, or Training.
- Compile monthly reports on assessments and data quality.
- Hold regular Calibration Sessions to ensure consistency in scoring.
- Identify problem areas.
- Discuss new ideas and implementation thereof across the areas.
- Support the team in meeting departmental service level targets.
- Compile Knowledge Assessments once a month in line with gaps identified in terms of knowledge, skills, and processes.
- Support supervisors in ensuring that staff complies with all SOPs.
Minimum Requirements
- Matric
- Minimum of 3 years Customer Service Call Centre experience
- 1 year Quality Assurance Coach experience, preferably in a similar industry.
- Knowledge of GPS or GSM and RF systems will be advantageous.
- Sound Administrative, Analytical, Business writing, Communication, Presentation, Planning & Role-playing skills.
- Coaching and Training Skills
- 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.
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