Assistant Quality Manager Call Center

2 days ago

Cape Town, South Africa IGT Solutions Full time

**Position**: **Assistant Quality Manager**

**Job Location**: Cape Town, South Africa**

As our new Quality Analyst you will lead the way in evaluating and raising the quality bar of our team play. The overall objective is to analyze our team’s performance from a quality perspective. You will provide analysis, findings, feedback and recommendations on ways to improve our level of customer service, raising and keeping it up to leading global brands’ expectations.
- Strong knowledge of customer care processes and techniques
- Strong knowledge of English languages is mandatory (written and verbal)
- Should have an eye for detail and is able to identify Process as well as Agent opportunities
- Ideal profile is well versed with travel CRM fundamentals Excellent oral, written and interpersonal communication skills
- Exceptional listening and analytical skills
- Solid knowledge of MS Office with focus on Excel
- Demonstrated ability to work well in a team environment Min. 6 months prior experience in BPO, Quality Assurance or Audit
- Prior experience in travel / hospitality industries customer care is a plus

Key Responsibilities:

- Active contribution to help meeting contractual SLAs regarding quality targets Deliver feedback on audited transactions within the specified timelines Shadow coaching sessions led by the Team Leaders to review Agent’s past performance & opportunity trends Conduct Team briefings on performance, Qualitative inputs, Process updates, Top errors identified through monitoring, Q&A Lead Calibration & call listening sessions with cross function teams to ensure quality standards are raised and/or maintained Perform regular proactive checks to ensure specific abnormalities are highlighted to the teams leaders Liaise with Operations Leads & Trainers to drive process improvement initiatives aimed towards meeting the Quality metric targets Ability to coach at an agent level & review performance on the end metric - CCR, C-SAT Visual Management - Team wise daily and MTD scores on Quality, CSAT, CCR Helps identifying gaps in the Process or Technology & make recommendations to streamline /increase effectiveness of both

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

  • Customer Service Call Center Agent

    6 days ago

    Cape Town, South Africa Mariposa Call Center Full time

    Mariposa is growing again; our biggest client has an exciting new opportunity for us here! We are currently looking for dynamic individuals to join our team for this new adventure. Agents do NOT have to make cold calls. We are hiring for our biggest client that provides outstanding contact centre services for the moving and storage industry. Full training...

  • Call Center Manager

    2 days ago

    Cape Town, South Africa Compare The Networks Ltd Full time

    We are opening a new office on Loop Street, moving from Long Street, with the move comes more space and more agents, we are seeking someone to help manage and maintain the growth potentials of the branch. We are looking for a skilled call center manager who can lead our representatives to better performance and improve service quality. The call center...

  • Recruitment for Call Center Agents March 2023

    8 hours ago

    Cape Town, South Africa Linda Recruit for Call Center Full time

    We are looking for outspoken ,goal getter ,Money driven individuals top join our dynamic team. We are an outbound call center We do sales telepathically. **Requirements**: - Matric - Must be outspoken and computer literate. - Must speak fluent English /Afrikaans or any African Lang On offer: - Basic and Commission - Incentives Full Training will be...

  • Call Center Quality Specialist

    6 days ago

    Cape Town, South Africa MCI Careers Full time

    LOCATION: Cape Town, ZA JOB TYPE: Full-Time PAY TYPES: Salary SALARY: Commensurate APPLICATION DETAILS: No Resume Required, On-site Interview POSITION OVERVIEW: MCI's mission is to create an environment and culture that empowers our agents and management team to passionately represent our client's brands. In this role, you will coach and develop customer...

  • Inbound Call Center Manager

    2 weeks ago

    Cape Town, South Africa MCI Careers Full time

    LOCATION: Cape Town, ZA JOB TYPE: Full-Time POSITION OVERVIEW: **Job Title**:Inbound Call Center Manager **Job Type**: Full-time, Permanent **Location**: Onsite, Cape Town (US hours) **About Us**: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a...

  • Inbound Call Center Manager

    6 days ago

    Cape Town, South Africa ValorVIP Full time

    POSITION OVERVIEW: **Job Title**:Inbound Call Center Manager **Job Type**: Full-time, Permanent **Location**: Onsite, Cape Town (US hours) **About Us**: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on...

  • Debt Review Call Center Manager

    4 days ago

    Cape Town, South Africa MMWentzel Full time

    **Daily Functions** - Drive overall performance, sales and manage processes. - Responsible for supervisory support, debi check authorizations, sales, leads and delivering results. - Produce reports and lead process meetings within the call center. - Provide training to new call center staff. - In addition to call service levels, customer satisfaction and...

  • Call Center Quality Specialist

    6 days ago

    Cape Town, South Africa ValorVIP Full time

    POSITION OVERVIEW: MCI's mission is to create an environment and culture that empowers our agents and management team to passionately represent our client's brands. In this role, you will coach and develop customer service agents to assist in improving their overall performance. As part of a global outsourced quality assurance service, you will listen to...

  • Call Center Quality Controller

    1 week ago

    Cape Town, South Africa Nestify Full time

    The Position If you have never had to call clients please do not apply. The Quality Controller (Hybrid - Cape Town) will support the Business team by overseeing quality control processes for all incoming prospective sales leads from SDRs, as well as handling the retention of the existing client base in the UK and Dubai. The role ensures that both sales and...

  • Assistant Call Centre Manager

    2 weeks ago

    Cape Town, South Africa Compare The Networks Ltd Full time

    We are looking for a skilled Assistant Call Center Manager who can lead our representatives to better performance and improve service quality. The Assistant Call Center Manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze...