Quality Assessor - Cape Town, South Africa - Teleperformance South Africa

Teleperformance South Africa
Teleperformance South Africa
Verified Company
Cape Town, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

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Description

Quality Assurance Analyst

Role Overview:


  • Work with agents, supervisors and all support departments to ensure compliance with customer requirements in each interaction.
  • Carry out daily and weekly audits, where you can give feedback when the result is critical.
  • Perform and attend internal and customer calibration sessions, evaluating interactions.
  • Implement action plans, according to the weekly results obtained from QA.
  • Propose and actively participate in initiatives and operations strategies towards the KPIs related to Quality
Competencies & Skills Required

  • Analyse compliance with quality guidelines through the audits carried out.
  • Provide information and insights, through statistics on the audited agents.
  • Provide feedback to agents when results are critical or when requested to support the operation.
  • Develop reports and provide recommendations based on visual data to improve overall performance.
  • Constant communication with supervisors through reports and in person.
  • Work collaboratively with supervisors to develop agent skills.
  • Actively participate in internal and external calibrations.
  • Develop and implement action plans to correct performance based on weekly results.
  • Provide realtime alerts when critical call behaviours are detected.
  • Participate in support activities such as certifications, quality control talks and information sessions.
  • Carry out compliance audits on critical behaviour's that may affect the final results of the operation.
  • Communication and collaboration with the Training Department to implement strategies and support the Nesting process.
Sales Skills specific

  • Assessment of an advisors ability to identify the customer challenges through analysis of data and recommending solutions through troubleshooting and recommendation of available solutions
  • Assessments of an advisor's level of interpersonal skills to support the building and maintenance of strong relationships
  • Assessment of level of product knowledge to enhance solution delivery to customers and conduct a successful sale
  • Assessment of advisors attention to detail and ability to identify sales opportunities through identifying and addressing customer's potential needs
  • Ability to ask probing questions, empathise with pain points and tailor sales approach to match customer's communication style

Skills/personal attributes

  • Accuracy and speed
  • Presentation skills to report statistical information and conduct team briefs
  • High level of numeracy and literacy
  • Ability to take on new challenges and ideas
  • Excellent communication skills both written and verbal
  • Sound coaching skills
  • Ability to undertake statistical analysis
  • Confident and capable of communicating with client and team members
  • Highly organized with the ability to meet deadlines
  • Ability to cope under pressure

Required Skills:


  • Technical skills
  • Knowledge of MS Office
  • CCMS Knowledge
  • Typing and Spelling
  • Language level: C1

Experience:


  • Sales background within a contact centre environment
    (essential)
  • Previous QA experience in sales
    (advantage)

Ability to commute/relocate:

  • Cape Town,

Western Cape:
Reliably commute or willing to relocate with an employer-provided relocation package (required)
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