Quality Assurance Assessor/ Coach
2 weeks ago
**Position summary**:
**Industry**:IT & Internet**Job category**:IT and Telecommunications**Location**:Johannesburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**About our company**:
**Introduction**:
The primary objective for appointing a Quality Assurance Assessor/coach in the Sales Contact Centre is to evaluate adherence to company policies/procedures and statutory requirements in line with Trackers customer service; sales and Compliance strategy. They will provide support towards the achievement of maximum productivity, enhanced customer service and growth in line with the Contact Centre/Company strategy, company vision and values.
**Job description**:
- Evaluate adherence to company policies/procedures and statutory requirements
- Evaluate data captured by the customer service acquisitions department
- Identify business risks
- Implement & drive campaigns
- Build and enforce a customer centric & sales approach
- Analyze QA results and identify development areas & trends for training purposes
- Establish, build and maintain good relations with all business partners
- Coach & develop a team
- Communicate actively and effectively
- Provide weekly/monthly reports and feedback to the supervisor/manager and other internal stakeholders
- Visibility in their area of support
- QA Standardization
- Conduct Calibration sessions
- Script reviews
- Participation in department sales drives
- Involvement in adhoc projects
**Minimum requirements**:
- Matric
- 3 year experience as a QA Coach in a Sales Contact Centre
- Accredited Assessor; RE5 & FAIS will be advantageous
- Proficient in Microsoft Office suite
- Strong understanding of customer service; sales & QA process
- Sound Administrative, Analytical, Business writing, Communication, Presentation; Planning & Role play skills
- Deadline driven and adherence to schedule
- Logical thinking
- Able to work independently
- Strong business acumen
- Passion for people - customer service & sales
- The ability to influence the team
- Strong leadership skills
- High degree of emotional intelligence
- Professional
- Flexible
- Assertive
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