Quality Assurance Coach

3 weeks ago

Randburg, South Africa Tracker South Africa Full time

**Listing reference**: track_001204

**Listing status**: Online

**Position summary**:
**Industry**:IT & Internet**Job category**:Customer Service**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**Introduction**:
**Job description**:

- Document and evaluate all assessments using the scorecard against specified standards.
- Recommend potential training and coaching interventions where applicable,
- Highlight trends and improvement areas.
- Schedule regular meetings with Managers and Supervisors to cultivate strong working relationships and ensure the specific area's needs are addressed.
- Ensure continuous engagement with agents to build rapport and gather insights into challenges, needs, and potential quality/process enhancements.
- Monitor First Call Resolution for voice, written communications, and document for monthly reporting.
- In cases where First Call Resolution and Data Quality has not been achieved attribute the cause to one of the following: System, Process, or Training
- Monthly reports on assessments and data quality.
- Scrutinize various data quality exception reports.
- Hold regular Calibration Sessions to ensure consistency in scoring.
- Identify problem areas.
- Discuss new ideas and implementation thereof across the areas.
- Support the team in meeting departmental service level targets.
- Compile Knowledge Assessments once a month in line with gaps identified in terms of knowledge, skills, and processes.
- Support supervisors in ensuring that staff complies with all SOP’s.

**Minimum requirements**:

- Matric
- Minimum of 3 years Customer Service Call Centre experience
- 1 year Quality Assurance Coach experience, preferably in a similar industry.
- Knowledge of GPS or GSM and RF systems will be advantageous.
- Sound Administrative, Analytical, Business writing, Communication, Presentation; Planning & Role-playing skills.
- Coaching and Training Skills
- Passion for people - customer service.
- High degree of emotional intelligence.
- Proficient in Microsoft Office suite
- Deadline driven and adherence to schedule.
- Logical thinking
- Ability to motivate and influence the team.
- Excellent telephone etiquette
- Ability to handle pressure and work independently.
- Strong leadership skills

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