Customer Service QA Specialist

**Purpose of the Job**:
The purpose of the Customer Services QA Specialist is to conduct quality assessments and coaching across all contact
centre channels, aiming to improve the overall customer experience. The role aims to develop and track daily, weekly and
monthly (short-term) development plans against actual team and individual performance data. The primary focus of this
role is to use real time data together with quality assessments and periodic performance trend analysis to devise generic
individual agents have customer service delivery gaps. The role works closely with the Customer Services Training Facilitator
to develops content in relation to new products and services, updates knowledgebase sources (content and templates) and
drives the development of processes that support the ultimate customer service experience. The role reports to the
Customer Service QA Team lead.
To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a
40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work),
including public holidays) within legislative requirements.

**Job Objectives**:
**Quality Assurance**
- Conduct daily interaction monitoring and deliver real-time coaching and feedback to the Customer Service Agents.
- Develop and track quality standards across all engagement platforms, ensuring that compliance standards are met

and consistently achieved.
- Recommend and drive efficiencies to better utilise resources.
- Coordinate and facilitate calibration sessions for the Customer Services Teams

**Coaching and Mentoring**
- Provide coaching to ensure performance metrics are met and maintained, as well as supporting career and

personal development
- Identify trends, performance and training gaps and use related coaching and training modules to address areas of

improvement.
- Report all non-performance issues to the Customer Service Leadership team.

**Reporting and Data Management**
- Provide weekly and monthly QA performance reports, and trend reports with continuous improvement

recommendations.
- Conduct, compile and provide monthly audit reports (compliance checks, non-adherence to process, contact

avoidance etc.)
- Provide progress updates on eLearning.

producing accurate data in accordance with company policies and procedures; and proactively assess any potential

risks and mitigations.
- Actively participate in the design of the QA guide and scripts.
- Streamline processes and systems to make the Customer Service team more efficient and effective by employing

faster or simpler working methods.
- Assist in building and maintaining the knowledge base/wiki for the Customer Service team.

**Training and Development**
- Support a learning channel that effectively transfers knowledge to measurably improve skill levels and knowledge

transfer.
- Provide and support cross-training of Customer Service Agents.
- Facilitate eLearning sessions.
- Support the design and development of training modules and keep material up to date.
- Support all activities related to the documenting of processes and procedures

**Qualifications**:

- Degree/Diploma/Certifications/Accreditations in Process, Communications, Learning and/or Development, or

equivalent - (beneficial).
**Experience**:

- +2 years in a quality assurance / control design and delivery role in an operational customer services or retail

environment or equivalent, with demonstrable practical experience in using performance data to identify

performance gaps and coaching to successfully achieve improved service levels - (essential).

to improve customer services levels - (essential)
- Experience in a retail or contact centre environment - (essential)

**Knowledge and Skills**:

- Knowledge of quality assurance templates and toolkits - (essential).
- Strong proficiency in MS Office 365 with advanced Excel skills - (essential)

**Applicant Feedback Policy**: