Quality Assessor

2 weeks ago

Cape Town, South Africa Teleperformance South Africa Full time

**Quality Assurance Analyst**

**Role Overview**:

- Work with agents, supervisors and all support departments to ensure compliance with customer requirements in each interaction.
- Carry out daily and weekly audits, where you can give feedback when the result is critical.
- Perform and attend internal and customer calibration sessions, evaluating interactions.
- Implement action plans, according to the weekly results obtained from QA.
- Propose and actively participate in initiatives and operations strategies towards the KPIs related to Quality

Competencies & Skills Required
- Analyse compliance with quality guidelines through the audits carried out.
- Provide information and insights, through statistics on the audited agents.
- Provide feedback to agents when results are critical or when requested to support the operation.
- Develop reports and provide recommendations based on visual data to improve overall performance.
- Constant communication with supervisors through reports and in person. - Work collaboratively with supervisors to develop agent skills.
- Actively participate in internal and external calibrations.
- Develop and implement action plans to correct performance based on weekly results.
- Provide real-time alerts when critical call behaviours are detected.
- Participate in support activities such as certifications, quality control talks and information sessions.
- Carry out compliance audits on critical behaviour’s that may affect the final results of the operation.
- Communication and collaboration with the Training Department to implement strategies and support the Nesting process.

Sales Skills specific
- Assessment of an advisors ability to identify the customer challenges through analysis of data and recommending solutions through troubleshooting and recommendation of available solutions
- Assessments of an advisor’s level of interpersonal skills to support the building and maintenance of strong relationships
- Assessment of level of product knowledge to enhance solution delivery to customers and conduct a successful sale
- Assessment of advisors attention to detail and ability to identify sales opportunities through identifying and addressing customer’s potential needs
- Ability to ask probing questions, empathise with pain points and tailor sales approach to match customer’s communication style

**Skills/personal attributes**
- Accuracy and speed
- Presentation skills to report statistical information and conduct team briefs
- High level of numeracy and literacy
- Ability to take on new challenges and ideas
- Excellent communication skills both written and verbal
- Sound coaching skills
- Ability to undertake statistical analysis
- Confident and capable of communicating with client and team members
- Highly organized with the ability to meet deadlines
- Ability to cope under pressure

**Required Skills**:

- Technical skills
- Knowledge of MS Office
- CCMS Knowledge
- Typing and Spelling
- Language level: C1

**Experience**:

- Sales background within a contact centre environment **(essential)**
- Previous QA experience in sales **(advantage)**

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or willing to relocate with an employer-provided relocation package (required)

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