Quality Assessor

**Main Purpose of the Job**:
The Mweb Sales division in Cape Town currently has a vacancy for a Quality Assessor reporting to the Process and Quality Manager. The primary objective of the Quality Accessor is to enhance customer experience and ensure agents compliance by assessing call center calls according to set outcomes. The Quality Accessor is responsible for providing reports based on findings whilst adhering to high levels of quality standards and meeting monthly QA targets.

**Job Output**:

- Assess sales and back office agent phone calls and/or correspondences to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.
- Verify that agents are providing up-to-date information, following current guidelines and processes, and communicating effectively to callers.
- Audit customer interactions and system captures for compliance with corporate policies, procedures, and applicable regulatory guidelines.
- Complete investigations as and when required and provide reporting based on findings.
- Logging the QA results on various systems and spreadsheets as required.
- Provide feedback to managers with regards to the quality of a specific call or specific agent.
- Data capturing and data transferring to and from various systems.
- Coaching agents if or when required.
- Various campaign specific sales support and admin duties as required.
- Coordinates with department Team Leaders and Managers to ensure appropriate number of audits is performed for each agent.
- Provide critical data used to generate weekly or monthly reports on the performance of sales and support agents and external partners.
- Identifies adverse performance trends and patterns.
- Provide input and assist with the development of additional training or policy and procedure changes that may be required to enhance service productivity.
- Participate in meetings and presentations or other designated special projects as assigned by department management.
- Maintain a comprehensive working knowledge of policies, procedure, and benefits across all product lines
- Develop job aides and other tools to assist agents in improving overall quality of interactions.
- Drive performance in line with Company's vision and goals.
- Ensure that Business Process documents is updated and briefed to all.
- Ensure that coaching KPI's are met.
- Assist in achieving all sales and conversion targets.
- Other duties as assigned by Management

**Skills and Competencies**:

- Excellent telephonic etiquette
- Proactive and innovative
- Excellent customer service orientation
- Results driven
- Ability to work under pressure
- Excellent attention to detail
- Excellent administrative skills
- Ability to proficiently use all MS Office products
- Excellent, listening, written and verbal communication skills
- Self-motivated, as well as the ability to work in a team environment
- Continuous improvement mind-set
- Good time management skills
- Sales orientation
- Pro-activity and initiative
- Judgment/Problem Solving skills Good Communication and interpersonal skills

**Qualifications**
- Matric/ Grade 12 certificate

**Experience**:

- Working knowledge of sales back end processes a must
- Knowledge of the ISP industry and products advantageous
- Database and capturing experience preferred
- Customer service experience
- Experience monitoring Inbound/Outbound calls and providing feedback
- Knowledge of MS Office
- Must have experience with Excel (reporting) and PowerPoint (presentation)
- Minimum 5 -years administration in a call centre environment and/or call centre experience essential
- Call centre QA experience essential