Call Centre Quality Assurer

1 week ago

Johannesburg, South Africa Job Crystal Full time

This individual will assist in developing, creating and implementing Call Centre quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience

**DUTIES & RESPONSIBILITIES, NOT LIMITED TO**:

- Perform daily quality assessments for advisors, on all platforms, to ensure compliance to processes and procedures.
- Investigate complaints and immediately address failures.
- Handover any training requirement picked up from QA sessions to the trainer to action with clear improvement areas and timelines.
- Perform live assessments on client engagements per advisor.
- Schedule weekly feedback sessions with advisors (positive and improvement)
- Identify risks, contribute to action plans and monitor the progress of these.
- Track improvement monthly.
- Monthly reports to management (number of assessments, progress, gaps and possible warnings due to no improvement).
- Add all scores, improvement areas, plans and progress to the overall performance feedback report.
- Draft / Review quality assessment score card to ensure it is relevant.
- Identify areas of service improvements and drive customer experience improvement initiatives for the business based on QA findings, while coaching agents for success in executing superior service to customers.

**REQUIREMENTS**
- Matric essential
- 12 months Contact Centre and Client Services experience.
- 3+ years QA / Trainer experience.
- Quality Assurance Qualifications
- Excel Qualifications will be advantageous.
- Call-Bi experience will be advantageous.

Skills & competencies:

- Outstanding customer service skills and dedication to providing exceptional customer care.
- Exceptional listening and analytical skills.
- Research, analytical and problem-solving skills.
- Ability to work shifts, weekends and public holidays when needed.
- Solid time management skills.
- Must be able to effectively deal with people at all levels inside and outside of the Company.
- Creative ability & writing proficiency.
- Ability to multitask and successfully operate in a fast paced, team environment.
- Must adapt well to change and successfully set and adjust priorities as needed.

**Salary**: R17,000.00 - R20,000.00 per month

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Cold calling: 1 year (preferred)

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