Quality Assurance
7 months ago
Quantanite is looking for a Quality Assurance individual to assist in championing the need for continuous improvement by analyzing data and measuring and driving high performance, through Quality initiatives, report on the Quantanite quality Standards and performance data to operations and evaluate contact centre agent quality in line with the Quantanite quality standards
Key Competencies:
Coach (Outliers) & develop contact centre agents around voice, case and written service quality
Ensure high standards of product knowledge and adherence to processes is maintained through the quality monitoring process
Ensure consistency of quality monitoring utilizing the Quantanite quality standards, with Team Leaders through the calibration process
Drive customer experience testing and client quality evaluation
Complete the accreditation process with new hire agents that fall in line with the policies and procedures of the client process
Coach (Outliers) & develop contact centre agents around voice, case and written service quality
Ensure high standards of product knowledge and adherence to processes is maintained through the quality monitoring process
Ensure consistency of quality monitoring utilizing the Quantanite Quality Standards, with Team Leaders through the calibration process
Drive customer experience testing and client quality evaluation
Complete the accreditation process with new hire agents that fall in line with the policies and procedures of the client process
Basic knowledge of Microsoft Office/Google Workspace
Basic report-writing capabilities
A proven track-record of excellent KPI performance in current role
Excellent communication (both verbal & written) skills
Ability to work in a team and individually
Coach using the “grow” model and “not” tell method (positive coaching approach)
Understanding of good customer service, CSAT and DSAT
Passion for customer service
Patient and resilient manner
Previous Customer Service, Outbound Sales and/ or Collections experience required.
Knowledge and experience on the above specified Campaigns (Advantageous)
Job Specification:
- Qualifications:_
- Matric
- Generic Management
- Coaching related qualification would be advantageous
- Studying towards or in possession of:
- Quality assurance/ improvement related certification/ qualification
- Statistics related qualification
- Project management
- Experience:_
- 2 - 3 years of experience as a Quality / senior quality assurer
- 2 - 3 years of experience within business process outsourcing environment
- Track record of data management
- Other Essentials:_
- Ability to work flexible hours as required
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