Johannesburg, Gauteng Permanent Key Responsibility Areas : To assess and analyze calls in line with our QA framework. To assist with coaching and mentoring of staff to improve call quality.
To provide training or re-training on quality processes when required. To assist with other training (product or systems) when required.
To ensure consistency regarding our calls across the board (greetings, closure etc) To assess whether customer expectations are being met.
To identify quality and training gaps in the department. To conduct weekly calibration sessions in line with current quality or training gaps.
To perform internal audits in line with SABS ISO 9001 : 2015 framework. To conduct RCA (Root Cause Analysis) against CSI (Customer Service Index), highlighting improvement requirements and Customer Experience Calculating and reporting on QA stats using various templates Job Requirements : Educational Requirements & experience needed : Matric At least 1 year experience in a Call Center Environment At least 1 year quality assurance experience Computer Literate in ALL Office packages (Word, Excel etc.
Core Technical Competencies : Essentials Advantageous Good listening and writing skills. Report writing Data analysis Attention to detail Holistic thinking in understanding problems and solutions Trend analysis Previous QA experience ISO9001 experience Telephonic assessment analysis