- Evaluate adherence to company policies/procedures and statutory requirements.
- Evaluate data captured by the customer experience department.
- Evaluate connection with customers as per the company standard.
- Ability to identify business risks.
- Analyze QA results and identify development areas & trends for training purposes.
- Coach, motivate & develop customer service teams in line with company standards.
- Staff empowerment through information sharing and on-the-job coaching.
- Implement & drive campaigns.
- Provide weekly/monthly reports and feedback to the supervisor/manager and others.
- Visibility in their area of support.
- Conduct Calibration sessions.
- Review scripts and templates.
- Involvement in adhoc projects and quality assurance standardization.
- Matric.
- Minimum of 3 years Customer Service Call Centre experience.
- 1 year Quality Assurance Coach experience, preferably in a similar industry.
- Proficient in Microsoft Office suite (Word and Excel).
- Good understanding of the Contact/Customer Experience environment.
- Previous experience working with Contact Centre Software (Speech Analytics, Recording and assessment systems) will be advantageous.
- Excellent Tracker System and Product Knowledge advantageous.
- Coaching and Training skills.
- Presentation & Role-playing skills.
- High degree of emotional intelligence.
- Excellent interpersonal skills.
- Deadline driven and adherence to schedule.
- Logical thinking.
- Ability to motivate and influence the team.
- Ability to handle pressure and work independently.
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Quality Assurance Coach - Randburg - Tracker South Africa

1 day ago

Description
TRACKER requires the services of a Quality Assurance Coach/Assessor in the Customer Experience Caredesk Department, based at Head Office in Johannesburg. The candidate will be responsible for ensuring that agents adhere to quality standards and procedures, monitoring and evaluating performance, identifying areas of improvement, and ensuring consistency in delivering high-quality customer experience.
Responsibilities:
Minimum Requirements:
Competencies and Skills required:
Please note, if you are not contacted within four weeks, consider your application unsuccessful.
Medical Aid, Provident Fund.
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Quality Assurance Coach
Tracker South Africa- Randburg
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Quality Assurance Assessor/ Coach
Tracker South Africa- Johannesburg
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MultiChoice Group- Randburg
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Team Leader
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Application Development Manager
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Team Leader
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Absa Group- Randburg
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Senior Manager Operational
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Risk Officer
Humankind Group- Sandton
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JSE Limited- Sandton
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Senior Data Analyst Team Lead
Experian Health- Sandton
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