Tracker requires the Services of a QA Coach in the NECC, based in Johannesburg. This position requires the candidates to support the existing organization of work and staff within the department as well as the different departments and our stakeholders within TRACKER. Attention to detail and meticulousness is an inherent requirement of the job. The candidates must be Customer Service driven and be able to work independently. The candidate must be well presented.

• Perform a minimum of 8 voice communications assessments per agent per month.
• Perform a minimum of 8 written communication assessments per agents per month.
• All assessments are to be recorded and scored on the score card against prescribed standard and e-mailed to the Agent and Supervisors once concluded.
• Where applicable, recommendations on possible training and coaching interventions to be forwarded to relevant Supervisors and Manager.
• Trends and improvement areas are to be highlighted
• Quality assessor to meet with NECC Managers and Supervisors on a regular basis to establish a good working relationship and ensure that the needs of the specific area are met.
• On-going interaction with the agents is required to establish rapport, and to gather information on challenges, needs and possible quality\process improvements.
• First Call Resolution to be monitored on all voice and written communication and indicated on a monthly report.
• Trends to be identified and highlighted
• Where FCR has not been achieved each QA to attribute the cause to one of the following: System; Process; Training
• Various data quality exception reports to be scrutinized
• Trends to be identified and highlighted
• Where Data Quality has not been achieved each QA to attribute the cause to one of the following: System; Process; Training
• Regular Calibration Sessions held to ensure scoring consistency
•  Problem Areas identified
•  Discuss new ideas and implementation thereof across the area.
• Monthly reports on assessments and data quality.
• Support the team in achieving the departmental service level by monitoring the floor during peak times and assisting the operators with handling emergency calls where necessary
• Compile Knowledge Assessments once a month in line with Gaps identified in terms of knowledge, Skills and Processes.
• Support supervisors and to ensure staff comply with all SOP’s. 

• Matric
• Minimum of 3 years Emergency Control Centre /Customer Service experience
• Above average ability to draft management reports
• Above average knowledge of Tracker processes, systems, and products
• Knowledge of GPS or GSM and RF systems will be advantageous
• Excellent geographical knowledge of South Africa
• Excellent communication skills
• Self-starter with a flexible attitude
• Superior planning and organizational details-attention to details
• Above average knowledge of the SAPS processes on stolen and hijacked vehicles