Telephone Quality Controller

2 days ago


Durban, South Africa HotelJobs.co.za Full time

Large hospitality corporate company is looking to employ a Telephone Quality Controller Agent to lead the way in evaluating and raising the quality bar of our team play. The overall objective is to analyze our team’s performance from a quality perspective. You will provide analysis, findings, feedback and recommendations on ways to improve our level of customer service, raising and keeping it up to leading global brands’ expectations.

**Key Performance Areas**
- Monitoring and auditing of Voice Recordings daily, extracting training requirements for service, product knowledge and etiquette.
- Implement and Monitor the TQC process.
- Conduct all assessments.
- Trend Reviews.
- Preparation of statistics on a daily, weekly and monthly basis.
- Provide detailed reports on a daily, weekly and monthly basis.
- Report back to relevant department Managers and monthly feedback to Management
- Provide progress reports on System, service and training continuously.
- Liaising with respective Managers who are responsible for formalizing and scheduling training courses.
- Understanding the confidentiality and sensitivity that this position entails
- Coach Staff for TQC/Performance Improvement
- Adhoc tasks as directed or as generated by input and feedback from Directors / Managers dependent on requirement.

**Competencies Required**
- Sound knowledge of Geography in South Africa and the world added advantage.
- Telephone etiquette - clear speech and good manners.
- Compilation of reports.
- Should have an eye for detail and is able to identify Process as well as Agent opportunities.
- Demonstrated ability to work well in a team environment.
- Ability to work under pressure and meet deadlines.
- Strong knowledge of English languages is mandatory (written and verbal)
- Bilingual would be an advantage (Zulu and Afrikaans)
- Accurate, organised and able to multitask.
- Excellent communication skills (verbal and written)
- Exceptional listening and analytical skills
- Strong customer services orientation and influencing skills.
- Excellent interpersonal skills.
- Dependable

**Qualifications & Experience**
- Matric and/or Qualification in Call Centre Management/Quality Control
- 2 to 3 Years’ Experience in Call Centre environment
- Knowledge of Genesys.
- Prior experience in travel / hospitality industries customer care is a plus
- Strong knowledge of customer care processes and techniques
- Solid knowledge of MS Office with focus on Excel
- Excellent product knowledge of the First Group Resorts, with reference to the facilities offered by each an added advantage



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