Quality Assurance Officer
4 hours ago
**Job purpose**:
Responsible for daily management of the phone system, including but not limited to list management, creating and tracking adherence metrics, planning and scheduling of short and long-term staffing in the call center.
**Key Performance Areas**:
- Administration of daily campaigns
- Correct campaigns loaded as defined by management
- Optimise dialler attributes that are suitable to defined campaigns
- Monitor campaign results real time and make adjustments to improve efficiencies
- Optimize dialler pacing to achieve balance between idle and dropped calls 2
- **Agent monitoring**
- Analyse dialler results real time for agents
- Set up various alerts to identify specific areas of concern
- Communicate anomalies with supervisors and agents
- Make recommendations on improvements or training requirements
- Dialler reporting
- Reports to be generated daily on campaigns for previous days
- Supply daily reports to call centre management
- Note findings and recommend changes to current process
- Monitor and report on system codes
- Build a positive image by exceeding client expectations at all times
- Treat internal and external customers fairly at all times
- To manage and administer the dialler and telephony systems within the call centre to optimize call campaigns and Agent productivity
- Will be responsible to communicate an ongoing analysis with various support services such as QA and training department to optimize agent performance and output.
**Must have qualifications and knowledge**:
- At least 1 year in a call-center environment
- Knowledge and experience in using a dialer system o Intermediate-advanced proficiency level with excel
- Basic statistics knowledge
- Must have 5+ years experience with any dialer telephony platform in a call center environment o Literacy
- read and write English and at least 2 official languages
**Skills**:
- Business Communication skills
- Analytical skills
- Report writing skills
- Troubleshooting and fault-finding skills
- Leadership and or management skills
**Job Types**: Full-time, Permanent
Ability to commute/relocate:
- Johannesburg South, Gauteng: Reliably commute or planning to relocate before starting work (required)
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