Senior Quality Assurance Manager

7 months ago


Durban, South Africa Talksure Full time

**MAIN PURPOSE OF THE ROLE**

Ensure consistent brand experience through all customer interactions and that the agents provide quality service in line with the organizational objectives. Building a top-notch Call Center quality monitoring strategy while improving and sustaining customer satisfaction.

**DUTIES AND RESPONSIBILITIES**

**Developing Evaluation Programs**
- Develop evaluation programs that maximizes the output and productivity of the Call Center.
- It should provide root-causes of problems, possible solutions and provide actionable insights for performance improvements.

**Monitoring Customer Interactions**
- Call monitoring and providing actionable insights and gathers information to improve agent performance in the call center.
- As the call center quality assurance process matures, improvements will be identified and the forms will evolve.

**Driving Innovation and Optimizing Processes**
- Continuously optimizing the existing processes leading to improved efficiency.
- Leverage the power of AI powered speech analytics to automate boring tasks and perform real-time quality monitoring.

**Improving Overall Call Center Efficiency**
- Combining human intelligence and artificial intelligence, enabling not only when the call states change, but why they change and the drivers behind the behavior to look for service level improvements.

**Keeping track of the key industry trends**
- Source of information regarding campaign performance as well as industry trends.
- Capturing ‘voice of customer' analytics that provides critical business insights.

**Calibration Sessions**
- Conduct calibration sessions and keep every stakeholder aligned on the operational objectives.
- Discuss issues and trends as well as address the latest trends.

**QUALIFICATIONS AND EXPERIENCE REQUIRED**
- Matric
- Relevant degree required
- Proven track record of analytical skills
- 6-8 years' experience in the Quality Assurance environment within a call centre in the financial services sector
- 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



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