Quality Assurance Coach X3
confidencial
Durban, KwaZulu-Natal, Sudáfrica
2d ago
source : jobomas

Vacancy Details Employer : Focus Hollywoodbets has exciting opportunities for X6 Quality Assurance Coach to be based at the Umhlanga Office in Durbanhis position is responsible for providing feedback on the quality of calls against a set of predefined criteria, through conducting a quality assurance check on a set sample of calls that are randomly selectedrovide feedback to the Team Leader or Manager of the relevant campaign and coordinate coaching sessions to highlight areas of development for a particular agentr>

Minimum Requirements : Minimum of 1-year Customer Service / Quality Assurance experiencer>

Computer literate and basic proficiency in MS Office Excel, Word etcr>

Willingness to do shift and weekend workr>

Responsibilities : Listen torecordings daily and score theagainst a QA scorecardr>

Collate QA reports and statistics for the campaignsr>

Highlight areas of development based on the contact, either product knowledge, soft skills / etiquette for exampler>

Important Company feedback in the form of one on one coaching sessions with Team Leaders and Team Membersr>

Create a basic quality training guide and facilitate training to Team Membersr>

Quality Assurance training with new Team Membersr>

Identify trends and effectively alert the respective Departmental Management Teamr>

Develop and implement corrective measures for implementation by Managementr>

Customer complaints resolution - extraction and evaluation ofrecordings based on Customer complaintsonduct root cause analysisr>

Any other ad hoc duties that might be requiredr>

Skills and Competencies : Excellent communication and interpersonal skillsr>

Good planning, organisational and time management skillsr>

Strong attention to detailr>

Impressive reporting skillsr>

Please note that only team members who meet the stipulated minimum requirements will be consideredr>

within days, kindly consider your application to be unsuccessfulr>

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