Quality Assurance Assessor/ Coach
Listing reference: track_001333
Listing status: Online
Apply by: 6 February 2025
Position summary
Industry: IT & Internet
Job category: IT and Telecommunications
Location: Johannesburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
Tracker requires the services of a Quality Assurance Assessor/Coach in the Sales Contact Centre. This is a permanent position based at their Head Office in Johannesburg. The successful candidate will be responsible for evaluating adherence to company policies/procedures and statutory requirements in line with Trackers customer service; sales and Compliance strategy.
Job description
· 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
· Matric
· 3 year experience in Sales Contact Centre
· 1 year Quality Assurance Coaching experience, preferably in a similar industry.
· 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
Benefits
Medical Aid
Provident Fund