To support the achievement of the business objectives through managing the outcomes of Quality Audit (QA), in order to ensure ongoing delivery of outstanding Customer Care outcomes for our clients. The Quality Assessor plays a key role in identifying quality trends and providing recommendations to the Governance, Risk & Compliance team on process enhancements.
NB: This is a Night Shift role.
Minimum requirements (Qualifications and Experience): Grade 12/ Matric.Relevant HRD or Educational Training and Development Practitioner qualification (Advantageous).3 years of work experience in a Customer Service Environment.Proficiency in MS Office and Excel.Tenure within business – 5 Months or more.Must have experience (with the flexibility) in working International shifts from South Africa.Key Responsibilities: Monitoring and improving all aspects pertaining to Compliance and Quality across the organisation, i.e., processes, systems, training, and information.Auditing accounts by listening, evaluating, and assessing calls against information captured on the system, as per the quality control sheet.Conducting a minimum of 2 quality & compliance call audits per Call Centre Agent on a weekly basis and providing feedback accordingly.Documenting quality & compliance findings and drawing up a plan to provide feedback and coach Call Centre Agents.Documenting findings from the quality call evaluations for Call Centre Operators onto the quality development plan with a specific focus on quality development.Drawing up an action plan utilizing the quality templates available on the shared drive.Compiling an action plan to accompany each development plan which is specific, detailed, and related to the quality call.Administering quality staff files by preparing files for the Call Centre Operator who will be audited and coached.Maintaining and ensuring that all documents relating to the Call Centre Operator are up to date and accurate.Saving all quality call audit sheets onto the public folder to ensure tracking, monitoring, and evidence for reporting purposes.Providing QA reports to the Manager and/or Client within agreed timelines and ensuring that reports contain the required information.Updating the audit summary and detail report on a daily, weekly, and monthly basis.Trend Analysis.Collating call audit and coaching documents and submitting them to Management as and when the audit is completed and signed off.Presenting and communicating information effectively.Working well with people.Adhering to company values.Coping with pressure and setbacks.Building strong business relationships and networks.Delivering results and meeting customer expectations.Adapting and responding to change.Proven track record of success.Excellent attendance in the last 3 months.Proven ability to compile and manage data – attention to detail; data integrity management; confidentiality.Report writing using various MS Office applications (i.e., MS Excel, MS Word, and MS PowerPoint).Quality and Coaching.Voice of the Customer (e.g., NPS, CSAT, CES, etc.).
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