Junior Telephone Quality Controller

As our new Junior Telephone Quality Controller Administrator (TQC), you will lead the way in evaluating and raising the quality bar of our team play. The overall objective is to analyze our team's performance from a quality perspective. You will provid...

•Mature candidate that has the ability to conduct and drive this position with passion, professionalism and confidentiality. •Sound knowledge of Geography in South Africa and the world added advantage. •Telephone etiquette – clear speech and good manners. •Compilation of reports. •Should have an eye for detail and is able to identify Process as well as Agent opportunities. •Demonstrated ability to work well in a team environment. •Ability to work under pressure and meet deadlines. •Strong knowledge of English languages is mandatory (written and verbal) •Bilingual would be an advantage (Zulu and Afrikaans) •Accurate, organised and able to multitask. •Excellent communication skills (verbal and written) •Exceptional listening and analytical skills •Strong customer services orientation and influencing skills. •Excellent interpersonal skills. •Dependable Qualifications & Experience •Matric and/or Qualification in Call Centre Management/Quality Control •2 to 3 Years' Experience in Call Centre environment •Knowledge of IRIS and Genesys. •Prior experience in travel / hospitality industries customer care is a plus •Strong knowledge of customer care processes and techniques •Solid knowledge of MS Office with focus on Excel •Excellent product knowledge of the First Group Resorts, with reference to the facilities offered by each an added advantage
#J-18808-Ljbffr