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Quality Assurance Coach - Job Details

Job in 'Customer Service' discipline and 'Call Centre' category

Advertised Details
Job title:	Quality Assurance Coach
Reference code:	CUST10094
Job category:	Call Centre
Position status:	Vacant
Min Salary (p/m):	Market related
Position type:	Permanent
Max Salary (p/m):	Market related
City:	Randburg
Description
TRACKER requires the services of a Quality Assurance Coach to ensure that Customer Service standards are maintained in a highly pressurised environment. This position is based in Tracker’s Head Office in Johannesburg. Key roles and responsibilities: • Evaluate adherence to company policies/procedures and statutory requirements. • Evaluate data captured by the customer service department • Evaluate connection with clients as per the company standard • Ability to identify business risks • Build and enforce a customer centric approach. • Analyse QA results and identify development areas & trends for training purposes. • Establish, build and maintain good relations with all business partners • Coach, motivate & develop customer service teams in line with company standards • Communicate actively and effectively on all products and services • Provide weekly /monthly reports and feedback to the supervisor/manager. • Visibility in the area of support at all times. • Any other related tasks or duties assigned by the Supervisors & Manager. • Staff empowerment through information sharing and on the job coaching. • Take inbound calls for 1 hour on a monthly basis.
Skills Required
Qualifications, experience and qualities required: • Must have Matric with at least 3 years call centre experience. • Tracker Call Centre Experience will be an advantage. • 6 months coaching experience will be an advantage. • Good understanding of the Call Centre industry. • Computer literate, MS Office with strong Ms Excel & Ms Word experience / knowledge. • Excellent interpersonal skills. Ability to interact with all departments at all levels. • Excellent product and system knowledge. • Ability to assess calls related to financial/legal enquiries, first line product support, retention of clients, social media responses, and electronic responses to clients. • Excellent business writing skills. • Planning and organizing skills. • Ability to motivate the teams. • Excellent telephone etiquette. • Ability to work independently, under pressure and must take responsibility. • Organised, methodical, detailed and analytical. • An ambitious and driven individual.
Additional
Benefits: Medical Aid & Provident Fund Please note, if you are not contacted within 4 weeks consider your application unsuccessful.

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