Associate Cx

**PLEASE NOTE, WE ARE LOOKING FOR CANDIDATES WITH Continuous Improvement Analyst experience FROM THE SANDTON OR THE ALEXANDER AREA ONLY. Ability to work night shift as this is an American Night Shift Call Centre**

**JOB PURPOSE**

The purpose of this role is train, coach and evaluate agents’ interactions, ensuring the agents are ready, prepared and deliver exceptional customer experiences.

**KEY PERFORMANCE AREAS**

**Training**
- Delivers induction, product, systems, and customer experience training to agents
- Deliver refresher training as required
- Creates a training environment conducive to providing the best possible learning experience
- Ensures completion of learning assessments and provides relevant feedback

**Quality Evaluations**
- Monitors and evaluates agent’s client interactions against the agreed methodology.
- Identifies areas of strength, development, and process improvements.

**Coaching**
- Provides coaching in a confidential setting to improve and/or maintain service, minimize errors, and capture coaching feedback onto the relevant system

**General**
- Operates within agreed work schedule and meet quality standards independently.
- Remain relevant through call taking and/or listening.
- Do floor walking and agent support during OJT (on-the-job training).
- Facilitate calibration and/or voice of customer sessions.

**Administration, Record Keeping and Reporting**
- Accurately record training and coaching interventions
- Provides feedback on training material updates required
- Provides quality reports per the business unit requirements

**Knowledge**
- Matric or equivalent NQF Level 4
- 12 months Training / Coaching / Evaluation experience in a contact centre environment

**Salary**: R10,500.00 - R12,500.00 per month

Ability to commute/relocate:

- Sandton, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (preferred)

**Experience**:

- Trainer / Coach / Evaluator in a contact centre: 1 year (required)