Quality Assurance Coach

2 weeks ago

Randburg, Gauteng, South Africa Tracker Connect Full time R120 000 - R180 000 per year

Position Summary
Industry:
IT & Internet

Job category:
Customer Service

Location:
Randburg

Contract:
Permanent

Remuneration:
Market Related

EE position:
Yes

Introduction
Tracker requires the Services of Quality Assurance Coaches in the Call Centre, CX Improvement Department, based in Johannesburg. The candidates will be responsible for ensuring that employees within the organization adhere to quality standards and procedures, monitoring and evaluating the performance of individuals or teams to identify areas for improvement and ensure consistency in delivering high-quality customer experience.

Job Description

  • Document and evaluate voice and written assessments using agreed scorecard against specified standards, in line with gaps identified in terms of knowledge, Skills and Processes, and document for monthly reporting
  • Ensure continuous engagement with agents to build rapport and gather insights into challenges, needs, and potential quality/process enhancements
  • In cases where First Call Resolution and Data Quality has not been achieved attribute the cause to one of the following: System, Process, or Training
  • Deliver coaching interventions according to agreed standards, and recommend potential training needs
  • Identify problem areas, highlight trends and improvement areas
  • Schedule regular meetings with relevant leaders to cultivate strong working relationships, deliver calibration sessions to ensure consistency in scoring, and ensure the specific area's needs are addressed
  • Scrutinize various data quality exception reports
  • Discuss new ideas and implementation thereof across the areas
  • Support the team in meeting departmental service level targets
  • Support business leaders in ensuring that staff comply with all SOPs

Minimum Requirements

  • Matric
  • Minimum of 2 years Customer Service Call Centre experience
  • 1 year's Quality Assurance Coach experience, preferably in a contact centre

Competencies Required

  • Excellent telephone etiquette
  • Coaching and Training Skills
  • Sound Administrative, Analytical, Business writing, Communication, Presentation; Planning & Role-playing skills.
  • Passion for people and customer service.
  • High degree of emotional intelligence.
  • Proficient in Microsoft Office suite
  • Deadline driven and adherence to schedule.
  • Logical thinking
  • Ability to motivate and influence the team.
  • Ability to handle pressure and work independently.
  • Strong leadership skills

Please note, if you are not contacted within four weeks, consider your application unsuccessful.
Benefits

  • Medical Aid
  • Provident Fund

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