Customer Service QA Specialist

2 days ago

Brackenfell, South Africa Shoprite Group Full time

**Purpose of the Job**:
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
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

**Experience**:
**Essential**
2 years plus in a quality assurance/control design and delivery role in an operational customer service 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.
Experience in a retail or contact centre environment.

**Knowledge and Skills**:
**Essential**
Knowledge of quality assurance templates and toolkits
Strong proficiency in MS Office 365 with advanced Excel skills

**Applicant Feedback Policy**:

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