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Quality Assurance and Training Professional

1 week ago

Randburg, Gauteng, South Africa Tracker South Africa Full time
Performance Metrics:

The Quality Assurance Coach/Assessor will be measured on their ability to improve customer satisfaction, reduce complaints, and increase first-call resolution rates. They will also be responsible for maintaining visibility in their area of support and conducting calibration sessions.

  • 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.