Call Centre QA Analyst

2 weeks ago

Cape Town, South Africa Callforce Direct Full time

The suitable and successful candidate will be responsible for the overall development and performance of an assigned incubation team through the facilitation of the course map and as well as leading and developing the team of incubation agents. Also responsible for the coaching of ‘bottom performers’ as assigned.Responsibilities: CoachingDaily coaching feedback monitored and sent to Team Leaders and Operations to ensure tractionInternal calibration sessions held every two weeks (where we unpack the calls sent to internal staff & score the agent based on analysis & align all process and quality related concerns) Client Feedback & AlignmentEscalations (Client Journeys) done daily (call analysis of query) ReportingWeekly reporting of CEO escalations that are analysedCalibration Weekly reports prepared and sent to the Client (every Friday)Biweekly quality reporting to the international quality teamMonthly repeat call analysis reportMonthly top ten agents incurring the highest repeats (deep analytical report)Quality AssuranceDaily Quality Assessments completed (the number of Assessments is dependent on various and /or other more urgent requirements that may be expected of me)Weekly Detailed Quality Report Weekly call listening sent by the client to analyseCalibration sessions (voice of our clients) held every Tuesday, Wednesday & FridaySkills & Competencies:Must be a people’s personMust be passionate about other people’s development and growth potentialMust be comfortable facilitating reports, analysis & elaborate presentations during trainingPresent and communicate informationCoping with pressures and setbacksDelivering results and meeting client expectationsExcellent administrations skillsAttention to detailGood verbal communication skillsExcellent adherence and QA scores

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