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Head of Quality Assurance-

4 weeks ago

Durban, South Africa Talksure Full time

At GBS Support Services, the primary objective is to guarantee a uniform brand experience across every customer interaction while ensuring agents consistently deliver quality service aligned with our organizational objectives. This involves crafting a cutting-edge Call Center quality monitoring strategy aimed at enhancing and maintaining high levels of customer satisfaction.

**JOB RESPONSIBILITIES**

**Monitoring Customer Interactions**:

- Oversee call monitoring processes to gather actionable insights and improve agent performance.
- Adapt monitoring methods as the quality assurance process evolves to identify and implement improvements.

**Driving Innovation and Process Optimization**:

- Continuously optimize existing processes to boost efficiency and effectiveness.
- Harness AI-powered speech analytics to automate tasks and conduct real-time quality monitoring, fostering innovation.

**Designing Evaluation Programs**:

- Develop evaluation programs aimed at maximizing Call Center output and productivity.
- Ensure these programs uncover root causes of issues, propose actionable solutions, and provide insights for performance enhancement.

**Enhancing Overall Call Center Efficiency**:

- Integrate human and artificial intelligence to understand not just when, but why call states change, facilitating targeted service level improvements.

**Tracking Industry Trends**:

- Stay informed about campaign performance and industry trends, serving as a key source of industry insights.
- Utilize 'voice of customer' analytics to extract valuable business insights.

**Conducting Calibration Sessions**:

- Lead calibration sessions to align stakeholders on operational objectives.
- Use these sessions to address emerging issues, trends, and industry developments, ensuring operational excellence.

**MINIMUM QUALIFICATIONS AND EXPERIENCES**
- Matric
- Relevant degree required
- Proven track record of analytical skills
- 5-8 years' experience in the Quality Assurance Management experience within a call centre.
- In-depth knowledge of quality assurance principles, methodologies, and best practices specific to the contact center industry, including call monitoring, evaluation techniques, and quality improvement processes.
- Intermediate level for MS Office
- Strong written communication capabilities.

**BEHAVIOUR AND COMPETENCIES REQUIRED**
- Analytical
- Excellent problem solving
- Organisational Awareness
- Excellent written and verbal communication
- Customer Service Orientated
- Self-Management
- Good stress management
- Excellent planning
- Organised
- Results Orientated
- Good resource management skills
- Good people management skills

**Remuneration**: A market related package including benefits.