Contact Centre Quality Assurance Officer

2 days ago

Brackenfell, South Africa Shoprite Group Full time

**Purpose of the Job**:
The Shoprite Group is Africa’s largest retailer with over 35 million customers and 2,500 outlets. We have recently renewed our commitment to driving the diversification and growth of our Customer Relations Department. This is a super exciting growth opportunity for the Shoprite Group as we endeavour to better understand and partner with our customers to meet their needs, and build their trust. We need highly talented people to join us in playing a key role in supporting our ambitious plans.

As an integral part of the Contact Centre team, this role is responsible for conducting quality assessments and providing coaching support across all channels to Contact Centre Agents to ultimately improve service delivery and overall customer experience. Working hours are a 40-hour work week scheduled any five days from Monday to Sunday (shift work), including public holidays.

**Job Objectives**:**
1. Quality Assurance**
Conduct daily interaction monitoring and deliver real-time coaching and feedback to the Contact Centre Agents

Develop and track quality standards across all engagement platforms

Ensure that compliance standards are met and consistently achieved

Recommend and drive efficiencies to better utilise resources

Coordinate and facilitate calibration sessions for the Contact Centre (Agents, Team Leaders and Contact Centre Manager)

**2.** **Coaching and Mentoring**
Provide coaching to ensure performance metrics are met and maintained, as well as for further 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 Team Leaders and Contact Centre Manager

**3. Reporting**

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

**4. Data Management**

Assist in the design of the QA guide and scripts

Streamline processes and systems to make the Contact Centre more efficient and effective by employing faster or simpler working methods

Assist in building and maintaining the knowledge base/wiki for the Contact Centre

**5. Training and Development**

Provide a learning channel that effectively transfers knowledge within the Contact Centre to improve skill levels (maximise knowledge transfer)

Provide and support cross-training of Contact Centre Agents

Facilitate eLearning sessions

Assist in the design of training modules and keep material up to date

Assist in documenting processes and procedures

**Qualifications**:
Grade 12 with experience equivalent to 6+ years in a contact centre environment

Diploma / NQF level 6 Essential or Bachelors Degree (3 years) / NQF level 7 (Essential)

**Experience**:
Quality assurance within a contact centre (3+ years)

Customer service contact centre experience (5 years)

Fluency in English (Essential) and proficiency in any of the other languages is preferred as we serve a diverse customer base.

**Knowledge and Skills**:
Knowledge of Contact Centre QA best practices (2 - 3 years)

Knowledge Performance management triggers (2 - 3 years)

Knowledge SAP Cloud4Customer / CRM system Knowledge Coaching models (SMART / Sandwich method)

(2 - 3 years) MS Office / Google Suite

**Applicant Feedback Policy**:

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