Quality Assessor

2 weeks ago

Cape Town, South Africa Engen Full time

**Purpose of the Job**:
**Who You Are**:

- You are a dynamic thinker with a high aptitude for learning
- You have built credibility within your organisation and amongst your peers
- You are a self-motivator and self-starter
- You provide outstanding customer service skills and dedication to providing exceptional customer care
- You have exceptional listening and analytical skills
- You have a reputation for being insightful and operating with integrity
- You have the ability to multitask and successfully operate in a fast paced, team environment
- You are able to effectively deal with people at all levels inside and outside of the Company

**What you’ll have done before**:

- 3-4 years Call Center Experience in 3 or more departments.
- SAP ERP P00 knowledge and understanding
- SAP CRM Knowledge and understanding
- Knowledge and understanding of Call Centre and business processes.
- Must be proficient with Microsoft Office (intermediate Word, basic Excel)

Advantageous:

- Operational Management
- Bi-lingual - English and African language
- QA experience

**Exciting Challenges you might face in the role**:

- Functional expertise and leadership to assist management in strategic decision making.
- Business collaboration and integration to attain performance and organisational goals.
- Root cause analysis of underperforming metrics in the call centre

**What you’ll be doing**:

- Participates in design of call monitoring formats and quality standards.
- Focus on quality and customer service
- Performs call monitoring and provides trend data to management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
- Provides feedback to call center team leaders and managers.
- Prepares and analyzes internal and external quality reports for management staff review.
- Perform other duties as assigned.

**Location**:
Cape Town

**Job Advert Closing Date**: All job adverts close five days after date posted

**Engen’s approved Employment Equity plans and targets will be considered as part of the recruitment process.**

**Important Information**:

- The appointment will be made in line with Engen's Employment Equity Strategy.
- Engen reserves the right not to make an appointment.

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