Quality Assurance

4 weeks ago


Johannesburg, South Africa Sutherland Full time

Overview SutherlandUnlocking digital performance. Delivering measurable results. Monitoring & Evaluation: Consistently monitor inbound and outbound customer service interactions across various channels (calls, email, chat). Responsibilities Monitoring & Evaluation: Consistently monitor inbound and outbound customer service interactions across various channels (calls, email, chat). Quality Audits: Conduct regular audits and assessments of agent performance against a predefined checklist of quality parameters. Feedback & Coaching: Provide detailed, constructive feedback and coaching to agents to improve their performance and address any quality issues. Data Analysis: Analyze key performance indicators (KPIs) such as CSAT and FRT to identify trends and pinpoint areas for improvement in service quality. Process Improvement: Develop and implement quality assurance guidelines, procedures, and strategies to enhance overall service quality and operational efficiency. Reporting: Prepare and present clear, data-driven quality reports to management and stakeholders. Collaboration: Work with training teams to enhance training programs and onboard new employees to ensure consistent quality standards. Compliance: Ensure that all processes and interactions comply with company policies and regulations. Qualifications Qualifications Required: Essential: Grade 12 Preferred: Tertiary qualification in management or relevant proven contact center experience Experience, Knowledge, Skills and Attributes A proven track record of delivering against client, customer and business outcomes 2 years’ experience working within BPO - Customer Service 3 years of Quality Assurance experience Be able to work in MS Office Be able to work in a fast-paced environment Have strong analytical skills Have strong verbal and written communication skills Additional Information All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr


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