Quality Coach

6 months ago

Cape Town, South Africa TTEC Full time

Quality Coach

**Description - External**

Bringing smiles is what we do at TTECfor you and the customer. As a **Quality Assurance (QA) Specialist** working onsite in **Cape Town, South Africa,** you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

**What You’ll be Doing**

Looking for an opportunity to be part of a team? You'll be responsible for listening to and monitoring associate calls for customer satisfaction according to client and TTEC specified policies, thresholds, and procedures. QA Specialists support the overall quality assurance workflow by conducting customer call evaluations and may providing feedback directly to associates, but generally provide it directly to Team Leads in a meaningful and constructive manner.

**During a Typical Day, You’ll**
- Achieve 100% of quality call monitoring goals per client contract.
- Responsible for monitoring associates calls and scoring them based on client’s specific requirements.
- Educate associates by sharing quality expectations and criteria of evaluations. QA Specialists provide quality scores and feedback to team leads to discuss areas of improvement with their associates.
- QA Specialists are responsible for flagging associates that may need additional language or training support (time management, achievement motivation, results orientation, efficiency, accountability).
- Learn key business objectives, timeframes, and requirements associated with each quality goal and task (attention to detail and process, follow-through, technical knowledge, ability to learn, analysis).
- Understand and improve the key success metrics associated with the quality department.
- QA Specialists are responsible for completion of a portion of associates’ evaluations (observation, innovation, creativity, collaboration, communication).
- Deliver consistent high quality customer service (customer focus, friendly, helpful, accountability, diplomacy, communication).
- Escalate department issues as appropriate.

**What You Bring to the Role**
- Strong understanding of TTEC’ s business, core values, and goals.
- Great interpersonal skills in dealing with a diverse population.
- Open, honest, and empathetic manner when dealing with people.
- High customer service orientation.
- High level of integrity, honesty, and judgment.
- Ability to respect and ensure strict confidentiality of customer data.
- Demonstrated multi-tasking capability and proven success in fast paced environment coupled with good time management.
- Strong attention to detail and desire to follow procedures.
- Proficient English, both written and verbal.
- Ability to take phone calls during the month for contractual phone time needs.
- Ability to support production floor for Subject Matter Expert (SME) items as needed.
- Maintain subsequent Continuous Education as needed for Licensed work if applicable.

**What You Can Expect**
- Supportive of your career and professional development
- An inclusive culture and community minded organization where giving back is encouraged
- A global team of curious lifelong learners guided by our company values
- Ask us about our paid time off (PTO) and wellness and healthcare benefits
- And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit for more information.

**About TTEC**

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way

**Primary Location**: : ZA-Western Cape-Cape Town

  • Quality Assurer/coach

    5 months ago

    Cape Town, South Africa Rankcom Full time

    We are hiring a Quality Assurer/ Coach for an outbound digital marketing agency based in CapeTown, CBD. **Job Description**: - Perform regular quality checks to ensure that quality, compliance and company guidelines are correctly followed. - Provide written/detailed feedback to Team Leaders and agents through the quality monitoring system, ensuring a high...

  • Quality Assurer/coach

    5 months ago

    Cape Town, South Africa Rankcom Full time

    We are hiring a Quality Assurer/ Coach for an outbound digital marketing agency based in CapeTown, CBD. **Job Description**: - Perform regular quality checks to ensure that quality, compliance and company guidelines are correctly followed. - Provide written/detailed feedback to Team Leaders and agents through the quality monitoring system, ensuring a high...

  • Quality & Coaching Manager

    3 months ago

    Cape Town, South Africa Sigma Connected Group Full time

    A bit more about the Opportunity...: **What Your Day-to-Day Will Look Like**: You will manage the day-to-day workload of Quality and Coaching Team Managers, ensuring that they complete the workload and meet service level agreements. You will ensure consistency of QA assessments and coaching by performing dip checks/observations and providing feedback to...

  • Quality & Coaching Team Manager

    3 months ago

    Cape Town, South Africa Sigma Connected Group Full time

    A bit more about the Opportunity...: **What Your Day-to-Day will Look Like**: You will be working onsite leading members of the Quality Assurance Team. You will be working with internal stakeholders and clients, to ensure consistency in the measurement of call quality. You will be continually developing the coaching capability within your team to support...

  • Quality & Coaching Team Manager - Uk Bpo

    6 months ago

    Cape Town, South Africa Sigma Connected Group Full time

    A bit more about the Opportunity...: **QUALITY AND COACHING TEAM MANAGER** We are currently looking for more amazing people to join the Sigma Family as a Quality and Coaching Team Manager. Before we tell you more about this opportunity, let us share why you should join us at Sigma. A bit more about the Opportunity: - Your title: Quality and Coaching Team...

  • Performance Coach

    5 months ago

    Cape Town, South Africa Webhelp Full time

    **Location** - Cape Town, South Africa**Language** - English*** **Job Advert**: - Are you highly organised with a critical eye for detail? Are you passionate about sharing knowledge and empowering others? Do you always give your best and inspire others in everything you do? We’re looking for a Performance Coach to lead the delivery of the coaching...

  • Performance Coach

    5 months ago

    Cape Town, South Africa Webhelp Full time

    **Job Advert** Are you highly organised with a critical eye for detail? Are you passionate about sharing knowledge and empowering others? Do you always give your best and inspire others in everything you do? We’re looking for a Performance Coach to lead the delivery of the coaching strategy in a fixed-term contract role working on a dynamic campaign,...

  • Career Coach

    3 weeks ago

    Cape Town, South Africa Boldr Full time

    **A LITTLE BIT ABOUT Boldr**: - Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. - We are a global team, united by our desire to connect diverse people with common values for boldr impact. - We employ just over a thousand team members...

  • Career Coach

    4 weeks ago

    Cape Town, South Africa Boldr Full time

    A LITTLE BIT ABOUT Boldr - Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. - We are a global team, united by our desire to connect diverse people with common values for boldr impact. - We employ just over a thousand team members...

  • Sports Coach

    5 months ago

    Cape Town, South Africa Aslan Hope In Sport Full time

    Muti Skills Coach - Hockey Coach - Soccer Coach - Netball Coach - Cricket Coach - Soft Ball Coach **Job purpose**: To deliver ASLAN-HIS sessions in, but not limited to, schools and weekend academies, with the overriding purpose of promoting ASLAN-HIS positive values in the lives of the young people with whom we have contact The role will be to run sports...

  • Performance Coach

    1 month ago

    Cape Town, South Africa Teleperformance South Africa Full time

    **Job Overview** Your role is to optimise performance in the department through coaching, observations and best practice sharing to help us increase the Commercial, Customer and Efficiency metrics in the various departments within SSL. This role offers an opportunity to support the SSL Management team to enhance continuous improvement. **Key Performance...

  • Performance Coach

    3 weeks ago

    Cape Town, South Africa Teleperformance South Africa Full time

    Job Overview Your role is to optimise performance in the department through coaching, observations and best practice sharing to help us increase the Commercial, Customer and Efficiency metrics in the various departments within SSL. This role offers an opportunity to support the SSL Management team to enhance continuous improvement. Key Performance Areas (but...

  • Career Coach

    4 weeks ago

    Cape Town, South Africa Boldr Full time

    A LITTLE BIT ABOUT Boldr Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. We are a global team, united by our desire to connect diverse people with common values for boldr impact.  We employ just over a thousand team members across...

  • Vocal Coach

    5 months ago

    Cape Town, South Africa Cape Town Opera Full time

    Position overview The Vocal Coach will be responsible for coaching Cape Town Opera singers and serving as pianist or répétiteur, as required, for auditions, rehearsals and performances. You will collaborate closely with and operate under the guidance of the Head Vocal Coach, assisting in the development and enhancement of students' vocal skills, language,...

  • Sport Coach

    2 months ago

    Cape Town, South Africa Curro Holdings Ltd Full time

    **At Curro,** **we care.**: **Sport Coach - Swimming**: **Curro Brackenfell** **Vacancy Reference: 21773**: Looking for a teaching adventure that's as unique as you are? Explore Curro's world of quality education where every day is a chance to inspire greatness. Your journey awaits! **What are we looking for?** We are looking for someone with the following...

  • Instructional Coach

    5 months ago

    Eastern Cape, South Africa Funda Wande Full time

    **Purpose of Role**: Reporting to the Lead: Eastern Cape Intervention, the role of the Instructional Coach is to build teacher capacity and their understanding of instructional practices in the Foundation Phase education. The Instructional Coach’s main focus will be to support the HoD in managing and affecting teaching and learning in the Foundation Phase...

  • Sales and Service Coach

    5 months ago

    Cape Town, South Africa FirstRand Full time

    About us, purpose, experience and qualifications **about us**: - make a promise - be deeply invested - value our differences - build trust, not territory - have courage - always do the right thing **purpose**: - To support performance improvement of individuals through on the job coaching and training, in order to continuously enhance service...

  • Counselor: Life Coach

    4 weeks ago

    Cape Town, Western Cape, South Africa Palesa Mbali Group Full time

    Job Title: Counselor: Life CoachJob Summary:We are seeking a skilled Counselor: Life Coach to join our team at Palesa Mbali Group. The successful candidate will be responsible for providing high-quality counseling services to our clients, ensuring they receive the support and guidance they need to achieve their goals.Key Responsibilities:Provide counseling...

  • Career Coach

    5 months ago

    Cape Town, South Africa HyperionDev Full time

    **ABOUT US**: HyperionDev is one of the largest providers of accelerated tech education in EMEA and one of the oldest providers of 'coding bootcamps' in the world. We work with top universities such as Imperial College London, The London School of Economics, The University of Edinburgh, and Stellenbosch University to deliver structured technical courses and...

  • Counselor: Life Coach

    2 months ago

    Cape Town, Western Cape, South Africa Palesa Mbali Group Full time

    Job Title: Counselor: Life CoachJob Summary:We are seeking a skilled Counselor: Life Coach to join our team at Palesa Mbali Group. The successful candidate will be responsible for providing high-quality patient care and education to mitigate the risk associated with illness.Key Responsibilities:Provide counseling services to patients in a hospital or...