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Customer Service Quality Specialist

1 week ago

Randburg, Gauteng, South Africa Tracker South Africa Full time
Job Description:

As a Quality Assurance Coach/Assessor, you will play a crucial role in ensuring that our customer service agents adhere to quality standards and procedures. Your responsibility will be to monitor and evaluate performance, identify areas of improvement, and maintain consistency in delivering high-quality customer experiences.

  • Evaluate adherence to company policies/procedures and statutory requirements.
  • Evaluate data captured by the customer experience department.
  • Evaluate connection with customers as per the company standard.
  • Ability to identify business risks.
  • Analyze QA results and identify development areas & trends for training purposes.
  • Coach, motivate & develop customer service teams in line with company standards.
  • Staff empowerment through information sharing and on-the-job coaching.
  • Implement & drive campaigns.
  • Provide weekly/monthly reports and feedback to the supervisor/manager and others.
  • Visibility in their area of support.
  • Conduct Calibration sessions.
  • Review scripts and templates.
  • Involvement in adhoc projects and quality assurance standardization.
Requirements:
  • Matric.
  • Minimum of 3 years Customer Service Call Centre experience.
  • 1 year Quality Assurance Coach experience, preferably in a similar industry.
  • Proficient in Microsoft Office suite (Word and Excel).
  • Good understanding of the Contact/Customer Experience environment.
  • Previous experience working with Contact Centre Software (Speech Analytics, Recording and assessment systems) will be advantageous.
  • Excellent Tracker System and Product Knowledge advantageous.