Quality Assurance Specialist - Cape Town - CallForce

CallForce Cape Town

1 month ago

Full time

Description

Job Title: Quality Assurance Specialist

The ideal candidate will be responsible for the overall development and performance of an assigned incubation team through the facilitation of the course map and leading and developing the team of incubation agents.

Key Responsibilities:

Coaching: Daily coaching feedback monitored and sent to Team Leaders and Operations to ensure traction, internal calibration sessions held every two weeks to unpack calls sent to internal staff and score agents based on analysis and align all process and quality-related concerns.
Client Feedback & Alignment: Escalations done daily, client journeys analyzed, weekly reporting of CEO escalations, calibration weekly reports prepared and sent to the client, biweekly quality reporting to the international quality team, monthly repeat call analysis report, and monthly top ten agents incurring the highest repeats.
Quality Assurance: Daily quality assessments completed, weekly detailed quality reports sent to Operations and Team, weekly call listening sent by the client to analyze, calibration sessions held every Tuesday, Wednesday, and Friday.

Requirements:

Must be a people's person.
Must be passionate about other people's development and growth potential.
Must be comfortable facilitating reports, analysis, and elaborate presentations during training.
Present and communicate information.
Coping with pressures and setbacks.
Delivering results and meeting client expectations.
Excellent administration skills.
Attention to detail.
Good verbal communication skills.
Excellent adherence and QA scores.

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