Quality Assurance Assessor / Coach X 2

Listing reference: track_000402
Listing status: Closed
Apply by: 2 December 2020
Position summary
Industry: Call Centre Industry
Job category: Client Services
Location: Randburg
Contract: Permanent
EE position: Yes
Introduction
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.
Job description

  • 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


Minimum requirements

  • Must have Matric with at least 3 years call centre experience.
  • 6 months coaching experience will be an advantage.
  • Must have 2 year Tracker Client Services Inbound experience.
  • 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.
  • 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.


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