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The primary objective for appointing a Quality Assurance Assessor/coach in the Sales Contact Centre is to evaluate adherence to company policies/procedures and statutory requirements in line with Trackers customer service; sales and Compliance strategy. They will provide support towards the achievement of maximum productivity, enhanced customer service and growth in line with the Contact Centre/Company strategy, company vision and values.

Job description

Key Roles and Responsibilities:

·      Evaluate adherence to company policies/procedures and statutory requirements

·      Evaluate data captured by the customer service acquisitions department

·      Identify business risks

·      Implement & drive campaigns

·      Build and enforce a customer centric & sales approach

·      Analyze QA results and identify development areas & trends for training purposes

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

·      Coach & develop a team

·      Communicate actively and effectively

·      Provide weekly/monthly reports and feedback to the supervisor/manager and other internal stakeholders

·      Visibility in their area of support

·      QA Standardization

·      Conduct Calibration sessions

·      Script reviews

·      Participation in department sales drives

·      Involvement in adhoc projects

Minimum requirements

Qualifications and Experience Required:

·      Matric

·      3 year experience in Sales Contact Centre

·      Previous coaching experience will be advantageous

·      Accredited Assessor; RE5 & FAIS will be advantageous

·      Proficient in Microsoft Office suite

·      Strong understanding of customer service; sales & QA process

·      Sound Administrative, Analytical, Business writing, Communication, Presentation; Planning & Role play skills

·      Deadline driven and adherence to schedule

·      Logical thinking

·      Able to work independently

Competencies Required:

·      Strong business acumen

·      Passion for people - customer service & sales

·      The ability to influence the team

·      Strong leadership skills

·      High degree of emotional intelligence

·      Professional

·      Flexible

·      Assertive


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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