Quality Assurance Coach
Position summary
Introduction
Job description
· Document and evaluate voice and written assessments using agreed scorecard against specified standards, in line with gaps identified in terms of knowledge, Skills and Processes, and document for monthly reporting
· Ensure continuous engagement with agents to build rapport and gather insights into challenges, needs, and potential quality/process enhancements
· In cases where First Call Resolution and Data Quality has not been achieved attribute the cause to one of the following: System, Process, or Training
· Deliver coaching interventions according to agreed standards, and recommend potential training needs
· Identify problem areas, highlight trends and improvement areas
· Schedule regular meetings with relevant leaders to cultivate strong working relationships, deliver calibration sessions to ensure consistency in scoring, and ensure the specific area's needs are addressed
· Scrutinize various data quality exception reports
· Discuss new ideas and implementation thereof across the areas
· Support the team in meeting departmental service level targets
· Support business leaders in ensuring that staff comply with all SOPs
Minimum requirements
· Matric
· Minimum of 2 years Customer Service Call Centre experience
· 1 year’s Quality Assurance Coach experience, preferably in a contact centre
Competencies Required:
· Excellent telephone etiquette
· Coaching and Training Skills
· Sound Administrative, Analytical, Business writing, Communication, Presentation; Planning & Role-playing skills.
· Passion for people and customer service.
· High degree of emotional intelligence.
· Proficient in Microsoft Office suite
· Deadline driven and adherence to schedule.
· Logical thinking
· Ability to motivate and influence the team.
· Ability to handle pressure and work independently.
· Strong leadership skills
Please note, if you are not contacted within four weeks, consider your application unsuccessful.
Benefits
· Medical Aid
· Provident Fund