Call Centre Quality Moderator

2 weeks ago

Cape Town, Western Cape, South Africa Genii Analytics (Pty) Ltd Full time
Monitor & Analyse transactions for assigned client programs

  • Use appropriate forms and definitions for assigned programs
  • Use analytics monitoring tools, systems, and processes as directed
  • Maintain knowledge and understanding of assigned client program's products and processes through ongoing training and handling of customer transactions
  • Analyse large volumes of data and transaction monitoring results, resulting in further drilldown and causality data
  • Ensure high standards of product knowledge and adherence to processes is maintained through the analytics process
  • Identify trends and business level improvement opportunities, participate in root cause analysis and problemsolving process, provide recommendations for improvement
  • Participate in Calibration Sessions and act as the gauge / facilitator for Calibration Sessions as required
  • Analyse transaction monitoring scores and calibration results of Quality Analysts to ensure accuracy and consistency of scoring
  • Assist with establishing KPI's for Quality Analysts and evaluate performance to KPI's on a consistent basis
  • Provide ongoing feedback and coaching to Quality Analysts
  • Develop and administer performance action plans for Quality Analysts who are not meeting performance requirements
  • Utilize transaction monitoring tools (i.e. Genii App) and reports to identify business level trends and system / analysis performance improvement opportunities
  • Participate in problem solving processes to identify root cause and provide recommendations for business level performance improvement
  • Identify and direct adhoc monitoring and research needs for purposes of identifying and improving key business issues
  • Prepare, analyse and disseminate accurate performance reports to appropriate parties as directed
  • Discover training needs and provide coaching
  • Implement tasks given by management
  • Over 18, Matric or Equivalent, authorized to work in SA, ability to pass a preemployment criminal background check
  • Call Centre Experience 3 years+ (desirable)
  • Ability to travel to and from office if based in Cape Town
  • Language capabilities: English & Wolof (desirable: Understanding of French)
  • Effective verbal communication skills
  • Technical Problemsolving abilities
  • Analytical Mindframe
  • Math proficiency
  • Basic ability to use a personal computer, including the ability to use Microsoft Office
  • Effective time management skills
  • Team player orientation
  • Dependable

Salary:
R15, R18,000.00 per month

Experience:

Call Center: 1 year (required)

Language:

  • Wolof (required)

Ability to Commute:

  • Cape Town, Western Cape (required)

Ability to Relocate:

  • Cape Town,

Western Cape:
Relocate before starting work (required)

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