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.