Quality Assessor

2 months ago

Northern Suburbs, South Africa Flash Full time

**RESPONSIBILITIES**:

- Monitor phone calls to ensure agents are following company procedures and policies
- Monitor and listen to short, medium and long calls
- Monitoring of recorded calls
- Monitor voice quality, product knowledge and if scripts are being followed
- Assist the training department to discover weaknesses
- Check for customer interaction and if calls are ended in a friendly and professional way
- Create quality standards for inbound and outbound
- Organizing calibrations at least twice a year
- Keep track of overall score for the month per individual and team according to the metrics
- Advise on ways management can reward good behavior
- Attend all training conducted by trainer
- Provide daily feedback to management regarding issues that occur in the call centre
- Keep abreast of industry trends
- Conduct and complete investigations as and when required and provide reporting-based findings.
- Provide feedback to agents on compliance, efficiency, customer service etc.
- Provide feedback to Team Leaders
- Maintain speech analytics database.

**MINIMUM REQUIREMENTS**:

- Experience in Call Centre and call monitoring
- African Languages i.e. Xhosa, Zulu, Venda, Sotho, and Excellent command of English
- Flash Product knowledge
- 12 months Call Centre Experience
- Computer Literacy
- Good listening skills
- Efficient in Microsoft Office
- Must have a Senior Certificate - Grade 12

**ADVANTAGEOUS**:

- Experience with speech analytics systems

**BEHAVIOURAL SKILLS**:

- Excellent writing skills and communication skills
- Good knowledge of Flash products and policies
- Does not get bored easy and will to assist
- Innovator and pays attention to details
- Strong organisational and interpersonal skills
- Ability to work under pressure
- Keen to investigate
- Outstanding organization and time management
- Must be able to work independently and as a team
- Interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner one on one as well as in a group

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