Quality Assurance Coach

3 weeks ago

Randburg, South Africa Tracker South Africa Full time

**Listing reference**: track_001184

**Listing status**: Online

**Position summary**:
**Industry**:IT & Internet**Job category**:Customer Service**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**Introduction**:
TRACKER requires the services of a Quality Assurance Coach to ensure that Customer experience standards are maintained in a highly pressurised environment. This position is based in Tracker’s Head Office in Johannesburg, in the Product Support division.

**Job description**:

- Perform a minimum of 4 voice communications assessments per agent per month.
- Perform a minimum of 4 written communication assessments per agents per month.
- Where applicable, recommendations on possible training and coaching interventions to be forwarded to relevant Supervisors and Manager.
- Trends and improvement areas are to be highlighted
- Quality assessor to meet with Product Support Managers and Supervisors on a regular basis to establish a good working relationship and ensure
- that the needs of the specific area are met.- On-going interaction with the agents is required to establish rapport, and to gather information on challenges, needs and possible quality\process

improvements.- First Call Resolution to be monitored on all voice and written communication and indicated on a monthly report.
- Trends to be identified and highlighted
- Where FCR has not been achieved each QA to attribute the cause to one of the following: System; Process; Training
- Various data quality exception reports to be scrutinized
- Trends to be identified and highlighted
- Where Data Quality has not been achieved each QA to attribute the cause to one of the following: System; Process; Training
- Regular Calibration Sessions held to ensure scoring consistency
- Problem Areas identified
- Discuss new ideas and implementation thereof across the area.
- Monthly reports on assessments and data quality.
- Support the team in achieving the departmental service level by monitoring the floor during peak times and assisting the operators with handling

emergency calls where necessary- Compile Knowledge Assessments once a month in line with Gaps identified in terms of knowledge, Skills and Processes.
- Support supervisors and to ensure staff comply with all SOP’s.

**Minimum requirements**:

- Matric
- Minimum of 2 years Customer Service experience
- Above average ability to draft management reports
- Above average knowledge of Tracker processes, systems, and products
- Knowledge of GPS or GSM and RF systems will be advantageous
- Excellent geographical knowledge of South Africa
- Excellent communication skills
- Self-starter with a flexible attitude
- Superior planning and organizational details-attention to details
- Above average knowledge of the SAPS processes on stolen and hijacked vehicles

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