Call Centre

1 day ago

Mount Edgecombe, South Africa Consumer Links Full time

Consumer Links are a global provider of Business Process Outsourcing (BPO) services with a difference. We believe that BPO should be about more than just cost savings — it should also be about driving real business value and creating lasting relationships.

**Purpose of the Role**
- Create scorecards as well as providing accurate feedback.
- Listening to and assessing calls.
- Report on any trends or patterns that may be occurring to relevant management.
- Filter information regarding non-compliance to Team Leader/ Senior Management.
- Perform call audits when required.
- Facilitate and coach assessed agents regarding shortfalls.

**Duties and responsibilities**
- A skilled/experienced QA in a Call Centre sales environment.
- The QA must have knowledge and skills in sales objection handling and selling techniques as well as customer service experience within a Call Centre environment.
- The QA will be required to listen to sales/non-sales calls within a BPO.
- Providing detailed feedback and trend analysis for development of IVA agents in objection handling, selling skills and agent behavior that improves conversion.
- Required 2 to 3 years QA experience in a call centre environment.
- Excellent verbal and written communication skills, confident and enthusiastic as the QA will be providing verbal and written feedback to Team Leaders and Senior Management.
- Excellent listening skills, detail orientated, motivated and willing to learn.
- Excellent use of excel, reporting and tracking of quality trends.

**Desired Qualifications and experience**
- Grade 12
- Must have at least 2 years Quality Assurance (QA) experience within a contact centre.
- IVA and Sales experience will be advantageous.
- A background dealing with financial products is advantageous.
- Computer literate - excel skills.
- Excellent command of English.
- Strong administration skills and high attention to detail.
- Proactive, punctual, and reliable.
- Well-presented and well spoken.
- Works effectively within a variety of situations.
- Deadline oriented and ability to work well under pressure.

**Salary: To be discussed in interview stage. (Basic + Attendance bonus + Shift allowance + Commission).

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