Quality Assurance Coach - Randburg - Tracker South Africa

    Tracker South Africa
    Tracker South Africa Randburg

    1 week ago

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    Description

    Quality Assurance Coach (Product Support)

    Job Category: Customer Service

    Location: Johannesburg, Randburg

    Contract: Permanent

    Remuneration: Market Related

    About the Role

    TRACKER seeks a Quality Assurance Coach to ensure agents adhere to quality standards and procedures in the Customer Service Product Support Department.

    Key Responsibilities

    1. Document and evaluate assessments using a scorecard against specified standards.
    2. Recommend potential training and coaching interventions where applicable.
    3. Highlight trends and improvement areas.
    4. Schedule regular meetings with Managers and Supervisors to cultivate strong working relationships.
    5. Ensure continuous engagement with agents to build rapport and gather insights into challenges and needs.
    6. Monitor First Call Resolution for voice, written communications, and documents.
    7. In cases of underperformance, identify causes such as System, Process, or Training.
    8. Compile monthly reports on assessments and data quality.
    9. Hold Calibration Sessions to ensure consistency in scoring.
    10. Identify problem areas and discuss new ideas for implementation.
    11. Support the team in meeting departmental service level targets.
    12. Compile Knowledge Assessments once a month based on identified gaps.
    13. Support supervisors in ensuring staff complies with SOPs.

    Requirements

    • Matric Certificate
    • Minimum 3 years Customer Service Call Centre experience
    • 1 year Quality Assurance Coach experience, preferably in a similar industry
    • Knowledge of GPS or GSM and RF systems advantageous
    • Strong Administrative, Analytical, Business writing, Communication, Presentation, Planning & Role-playing skills
    • Coaching and Training Skills
    • High 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


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