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Quality Coach and Assessor Position

1 week ago

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

This position requires an individual who can provide guidance and support to customer service teams to ensure they are meeting quality standards. The ideal candidate will have experience in quality assurance and coaching, as well as strong communication and interpersonal skills.

The successful candidate will work closely with the management team to implement quality initiatives and drive business growth. They will also be responsible for monitoring and evaluating performance, identifying areas of improvement, and providing feedback to team members.

  • 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.