Quality Assurance
2 weeks ago
- Ensure that all response times and dates are captured accordingly and are available on the drive
- Identify and escalate priority issues and table business risks trend analysis to line managers
- Provide accurate feedback on progress, productivity and problems to front line teams and line managers
- Make recommendations to the knowledge management team of all training requirements (Identify training gaps, knowledge gaps, and trends)
- Assess and conduct quality checks for all tickets, calls (incoming and outgoing) and interactive channels (email, Skype and sms)
- Provide report of the team's workload and performance, as per business requirement
- Identify areas of improvement in terms of service delivery
- Coach and mentor front line teams on areas of improvement
- Employee empowerment through information sharing and on the job coaching
- Facilitate and participate in calibration sessions
- Evaluate adherence to company policies/procedures and statutory requirements.
- Build and enforce a customer centric approach
- Establish, build and maintain good relations with all business partners
- Communicate actively and effectively on all products and services
- Provide weekly /monthly reports and feedback to line management
- Assist in continuous improvement of the QA model, processes and procedures Experience and Qualifications
- Grade 12 (Matric)
- Coaching experience
- Experience with call logging systems advantageous
- Experience in trend analysis and professional report writing
- Knowledge of Contact Centre Assessments and Procedures would be advantageous. Attributes
- Business process and Contact Centre understanding
- Strategic and conceptual thinking
- MUST have excellent written and verbal communication skills
- Proficiency in MS Office
- Must be able to demonstrate diplomacy
- Attention to detail
- Problem identification and problem solving
- Ability to multi-task and manage time effectively
- Multi-lingual preferred
- Quality & customer focused
- Influencing and persuading /Overcoming objections
- Team player & can work independently
- Excellent listening skills
- Organized and methodical
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Pharmacy Quality Assurance Specialist
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