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

1 week ago

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
Requirements
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Quality Assurance Coach
Tracker South Africa- Randburg
-
Consultant Training Randburg
UDM International (Pty) Limited- Randburg
-
Application Development Manager
Muse Consultancy Services- Randburg
-
Quality Assurance Lead
Boardroom Appointments- Sandton
-
Risk Officer
Humankind Group- Sandton
-
Senior Data Analyst Team Lead
Experian Health- Sandton
-
Corporate Action Specialist
JSE Limited- Sandton
-
Head of HR and Organisational Development
JSE Limited- Sandton
-
Java Developer
Discovery Ltd.- Sandton
-
Group Digital Lead
AECI - Good Chemistry- Sandton
-
Senior Data Analyst Team Lead
Experian- Sandton
-
Java Developer
Discovery Limited- Sandton
-
Senior Manager
Blue Label Telecoms- Sandton
-
Quality Assurance Consultant
Santam Insurance- Johannesburg
-
QA Officer
Cartrack- Johannesburg
-
QA Test Architect
Indsafri- Johannesburg
-
HR Business Partner
Ernst & Young Advisory Services Sdn Bhd- Johannesburg
-
Tech Architect
Indsafri- Johannesburg
-
Senior Manager Technical Audit
Ernst & Young Advisory Services Sdn Bhd- Johannesburg
-
Project Lead Engineer
Six Sense Consulting- Johannesburg