Quality Assurer
6 months ago
**Drive effective and efficient quality assessments.**
- Assess our quality as pre-determined by call monitoring sheet ensuring that 9 reps per day (18 calls) are achieved
- Relate feedback and results in a manner that maintains and enhances self-esteem with the view of highlighting and coaching to ensure compliance
- Evaluate and record the quality and performance during each call
- Verify that agents are providing up-to-date information, following current processes, call scripts and communicating effectively to callers
- Ensure daily submission of completed audits submitted to Team leader and Manager
- Coordinate with the department Team Leaders and Managers to ensure appropriate number and quality audits are performed, with the view to ensure that each representative has the necessary skill to perform their roles
- Highlight and coach individuals within stipulated time frame with the view of ensuring departmental standards are met.
- Maintain filing of audits worked in date and month order
- Assist in improving our customer experience and service delivery by ensuring that our quality assessments are within 90%
- Adhere to all service level agreements and company policies and procedures
- Act as a student of coaching and other disciplines that support helping others
**Drive department objectives through effective coaching and mentoring**
- Liaise with Team Leaders where negligence or non-compliance is concerned and tracks outcomes
- Identify best practice within the business and industry to ensure meeting of these standards
- Support the delivery of calibration sessions at Team Leader and Associate level
- See coaching as a two way interchange of energies and learning
**Provide coaching feedback to business to improve & streamline processes**
- Summarize findings as well as put together recommendations and provide feedback / coaching to associates where skill or process gaps are identified
**Reporting and Analysis**
- Provide accurate reports in line with the departments requirements
- Provide input and assist with the development of additional training / policy and procedure changes that may be required to enhance service productivity
- Identify quality trends through reporting and Team Leader feedback
**Attributes & Behaviours**
- Performance-driven and results-orientated with a relentless drive to succeed
- A strong can-do attitude and an energetic positive approach
- Attention to detail with a thorough approach to work
- Excellent listening and interpersonal communication
- Team player but able to work independently
- Ability to execute promptly and accurately at the same time
- A relevant coaching / training qualification
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