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TRACKER requires the services of a Quality Assurance Coach to ensure that Customer experience standards are maintained in a highly pressurised environment. This position is based in Tracker’s Head Office in Johannesburg, in the Product Support division.

Job description

Key roles and responsibilities:

·      Evaluate adherence to company policies/procedures and statutory requirements.

·      Evaluate data captured by the customer service department

·      Evaluate connection with customers 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

·      Establish, build and maintain good relations with all business partners

·      Communicate actively and effectively on all products and services

·      Provide weekly /monthly reports and feedback to the supervisor/manager.

·      Any other related tasks or duties assigned by the Supervisors & Manager.

·      Doing research on customer experience and implement new ideas

Minimum requirements

Qualifications, experience and qualities required:

·      Must have Matric with at least 4 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.

·      Good understanding of Quality assessments and related dutie

·      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 people/ teams.

·      Excellent telephone etiquette.

·      Ability to work independently, under pressure and must take responsibility.

·      Organised, methodical, detailed and analytical.

·      An ambitious and driven individual.

·      People orientated

·      Quality focussed


Medical Aid, Provident Fund

Please note, if you are not contacted within 4 weeks consider your application unsuccessful.

Do you require help with the registration process?

Our Support team is here to assist. Tel: 010 140 3099 Email: trackersupport@pnet.co.za
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