Quality Assurance Coach

Found in: beBee S ZA - 4 weeks ago

Gauteng Randburg, South Africa Tracker Connect Ltd Full time
Tracker Connect Ltd’s job vacancy, Career and Recruitment

Job title : Quality Assurance Coach (Product Support) – Randburg jobs in Gauteng

Job Location : Gauteng, Randburg

Deadline : March 29, 2024

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Job description

 Perform a minimum of 4 voice communications assessments per agent per month.  Perform a minimum of 4 written communication assessments per agents per month.  All assessments are to be recorded and scored on the score card against prescribed standard and e-mailed to the Agent and Supervisors once             concluded.  Where applicable, recommendations on possible training and coaching interventions to be forwarded to relevant Supervisors and Manager.   Trends and improvement areas are to be highlighted  Quality assessor to meet with Product Support Managers and Supervisors on a regular basis to establish a good working relationship and ensure      that the needs of the specific area are met.  On-going interaction with the agents is required to establish rapport, and to gather information on challenges, needs and possible qualityprocess       improvements.  First Call Resolution to be monitored on all voice and written communication and indicated on a monthly report.  Trends to be identified and highlighted  Where FCR has not been achieved each QA to attribute the cause to one of the following: System; Process; Training  Various data quality exception reports to be scrutinized  Trends to be identified and highlighted  Where Data Quality has not been achieved each QA to attribute the cause to one of the following: System; Process; Training  Regular Calibration Sessions held to ensure scoring consistency  Problem Areas identified  Discuss new ideas and implementation thereof across the area.  Monthly reports on assessments and data quality.   Support the team in achieving the departmental service level by monitoring the floor during peak times and assisting the operators with handling       emergency calls where necessary  Compile Knowledge Assessments once a month in line with Gaps identified in terms of knowledge, Skills and Processes.  Support supervisors and to ensure staff comply with all SOP’s. 

Minimum requirements

Matric Minimum of 2 years Customer Service experience Above average ability to draft management reports Above average knowledge of Tracker processes, systems, and products Knowledge of GPS or GSM and RF systems will be advantageous Excellent geographical knowledge of South Africa Excellent communication skills Self-starter with a flexible attitude Superior planning and organizational details-attention to details Above average knowledge of the SAPS processes on stolen and hijacked vehicles

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*Quality Assurance Coach (Product Support) – Randburg in Randburg

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