Quality Analyst/quality Assurance Manager
1 week ago
The Call Centre Quality Assurance Manager is responsible for ensuring that the highest standards of quality are maintained over all customer-facing activities within the call centre. The Call Centre Quality Assurance Manager will be tasked with developing and implementing processes and procedures to ensure the quality of customer service delivery, as well as monitoring the performance of customer service representatives and providing feedback and coaching to ensure performance is maintained at the highest level.
**Responsibilities**:
- Develop, implement, and manage quality assurance processes and procedures to ensure the delivery of top quality customer service.
- Monitor customer service representatives to ensure performance quality is maintained at all times.
- Provide feedback to customer service representatives on a regular basis to ensure performance remains at the highest level.
- Perform regular and ongoing quality assurance testing of customer service representatives.
- Investigate customer complaints and take corrective action as necessary.
- Train and develop customer service representatives and provide coaching as needed.
- Work with other teams within the organization to ensure customer service standards are met.
- Track and document customer service quality scores and performance metrics.
- Maintain up-to-date knowledge of technologies
**Experience and Qualifications**
- Previous Market Research call centre experience beneficial
- Matric
- 5 yrs in a similar role
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