Quality Assurance Coach/ Assessor

2 days ago

Randburg, South Africa Tracker South Africa Full time

**Position summary**:
**Industry**:IT & Internet**Job category**:IT and Telecommunications**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**About our company**:
**Introduction**:
TRACKER requires the services of a Quality Assurance Coach/Assessor to ensure that Customer Experience Centre standards are maintained in a highly pressurised environment. This position is based in Tracker’s Head Office in Johannesburg.

**Job description**:

- 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

**Minimum requirements**:

- Must have Matric & at least 2 years’ experience in a Customer Experience Contact Center
- Must have 1 year experience within Tracker Customer Experience Centre
- Previous coaching experience will be advantageous
- Good understanding of the Contact/Customer Experience Center environment is required
- Excellent Tracker System and Product Knowledge:

- Aspect
- CDS
- Willow
- CRM
- iEvolve
- Computer literate, MS Office with strong Ms Excel & Ms Word experience/knowledge
- Excellent interpersonal skills. Ability to interact with all departments at all levels
- Excellent product and system knowledge
- Ability to motivate the teams
- Ability to work independently, under pressure and must take responsibility
- Sound Administrative, Analytical, Business writing, Communication, Presentation; Planning & Role play skills
- An ambitious and deadline driven individual
- Positive attitude with a passion for people and customer experience
- Open to a changing environment
- A self-starter with an innovative mind-set
- Any previous experience working with Contact Centre Software (Speech Analytics, Recording and assessment systems) will be advantages.

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