Call Centre Quality Moderator

4 months ago


Cape Town, South Africa Genii Analytics (Pty) Ltd Full time

Monitor & Analyse transactions for assigned client programs
- Use appropriate forms and definitions for assigned programs
- Use analytics monitoring tools, systems, and processes as directed
- Maintain knowledge and understanding of assigned client program's products and processes through ongoing training and handling of customer transactions
- Analyse large volumes of data and transaction monitoring results, resulting in further drilldown and causality data
- Ensure high standards of product knowledge and adherence to processes is maintained through the analytics process
- Identify trends and business level improvement opportunities, participate in root cause analysis and problem-solving process, provide recommendations for improvement
- Participate in Calibration Sessions and act as the gauge / facilitator for Calibration Sessions as required
- Analyse transaction monitoring scores and calibration results of Quality Analysts to ensure accuracy and consistency of scoring
- Assist with establishing KPI’s for Quality Analysts and evaluate performance to KPI’s on a consistent basis
- Provide ongoing feedback and coaching to Quality Analysts
- Develop and administer performance action plans for Quality Analysts who are not meeting performance requirements
- Utilize transaction monitoring tools (i.e. Genii App) and reports to identify business level trends and system / analysis performance improvement opportunities
- Participate in problem solving processes to identify root cause and provide recommendations for business level performance improvement
- Identify and direct ad-hoc monitoring and research needs for purposes of identifying and improving key business issues
- Prepare, analyse and disseminate accurate performance reports to appropriate parties as directed
- Discover training needs and provide coaching
- Implement tasks given by management
- Over 18, Matric or Equivalent, authorized to work in SA, ability to pass a pre-employment criminal background check
- Call Centre Experience 3 years+ (desirable)
- Ability to travel to and from office if based in Cape Town
- Language capabilities: English & Wolof (desirable: Understanding of French)
- Effective verbal communication skills
- Technical Problem-solving abilities
- Analytical Mind-frame
- Math proficiency
- Basic ability to use a personal computer, including the ability to use Microsoft Office
- Effective time management skills
- Team player orientation
- Dependable

**Salary**: R15,000.00 - R18,000.00 per month

**Experience**:

- Call Center: 1 year (required)

**Language**:

- Wolof (required)

Ability to Commute:

- Cape Town, Western Cape (required)

Ability to Relocate:

- Cape Town, Western Cape: Relocate before starting work (required)


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