Senior Quality Assurance Manager
2 weeks ago
MAIN PURPOSE OF THE ROLE
Ensure consistent brand experience through all customer interactions and that the agents provide quality service in line with the organizational objectives.
DUTIES AND RESPONSIBILITIES
Developing Evaluation Programs
- Develop evaluation programs that maximizes the output and productivity of the Call Center.
- It should provide rootcauses of problems, possible solutions and provide actionable insights for performance improvements.
Monitoring Customer Interactions
- Call monitoring and providing actionable insights and gathers information to improve agent performance in the call center.
- As the call center quality assurance process matures, improvements will be identified and the forms will evolve.
Driving Innovation and Optimizing Processes
- Continuously optimizing the existing processes leading to improved efficiency.
- Leverage the power of AI powered speech analytics to automate boring tasks and perform realtime quality monitoring.
Improving Overall Call Center Efficiency
- Combining human intelligence and artificial intelligence, enabling not only when the call states change, but why they change and the drivers behind the behavior to look for service level improvements.
Keeping track of the key industry trends
- Source of information regarding campaign performance as well as industry trends.
- Capturing 'voice of customer' analytics that provides critical business insights.
Calibration Sessions
- Conduct calibration sessions and keep every stakeholder aligned on the operational objectives.
- Discuss issues and trends as well as address the latest trends.
QUALIFICATIONS AND EXPERIENCE REQUIRED
- Matric
- Relevant degree required
- Proven track record of analytical skills
- 68 years' experience in the Quality Assurance environment within a call centre in the financial services sector
- Intermediate level for MS Office
- Strong written communication capabilities.
BEHAVIOUR AND COMPETENCIES REQUIRED
- Analytical
- Excellent problem solving
- Organisational Awareness
- Excellent written and verbal communication
- Customer Service Orientated
- Self-Management
- Good stress management
- Excellent planning
- Organised
- Results Orientated
- Good resource management skills
- Good people management skills
Remuneration:
A market related package including benefits
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