1 Client Services/Sales Support jobs in Western Cape on Job Mail

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Contact Centre Quality Assurance Officer

Western Cape

21 May 2022

Recruiter Manpower Group

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Contact Centre Quality Assurance Officer

Manpower Group Saturday, 21 May 2022 4

Sales/Marketing - Client Services/Sales Support

Western Cape

FULL TIME

Job Specification
Company
Reference Number CPT001803/AK

Job Summary

Responsibilities:

1. Quality Assurance
Conduct daily interaction monitoring and deliver real-time coaching and feedback to the Contact Centre Agents
Develop and track quality standards across all engagement platforms
Ensure that compliance standards are met and consistently achieved
Recommend and drive efficiencies to better utilise resources
Coordinate and facilitate calibration sessions for the Contact Centre (Agents, Team Leaders and Contact Centre Manager)
2. Coaching and Mentoring
Provide coaching to ensure performance metrics are met and maintained, as well as for further career and personal development
Identify trends, performance and training gaps and use related coaching and training modules to address areas of improvement
Report all non-performance issues to the Team Leaders and Contact Centre Manager
3. Reporting
Provide weekly and monthly QA performance reports, and trend reports with continuous improvement recommendations
Conduct, compile and provide monthly audit reports (compliance checks, non-adherence to process, contact avoidance etc.)
Provide progress updates on eLearning
4. Data Management
Assist in developing internal control measures to determine if processes/systems/applications are producing accurate data in accordance with company policies and procedures; proactively assess any potential risks with the Contact Centre team
Assist in the design of all channel (call, email, chat) monitoring formats and quality standards
Assist in the design of the QA guide and scripts
Streamline processes and systems to make the Contact Centre more efficient and effective by employing faster or simpler working methods
Assist in building and maintaining the knowledge base/wiki for the Contact Centre
5. Training and Development
Provide a learning channel that effectively transfers knowledge within the Contact Centre to improve skill levels (maximise knowledge transfer)
Provide and support cross-training of Contact Centre Agents
Facilitate eLearning sessions
Assist in the design of training modules and keep material up to date
Assist in documenting processes and procedures

Requirements:

Grade 12 with experience equivalent to 6+ years in a contact centre environment
Diploma / NQF level 6 Essential or Bachelors Degree (3 years) / NQF level 7
Quality assurance within a contact centre (3+ years)
Customer service contact centre experience (5 years)
Fluency in English (Essential)
Knowledge of Contact Centre QA best practices (2 - 3 years)
Knowledge Performance management triggers (2 - 3 years)
Knowledge SAP Cloud4Customer / CRM system
Knowledge Coaching models (SMART / Sandwich method)
We specifically require language skills in Xhosa, Sotho and Zulu so at least one of the two MUST have vernacular.

Manpower Group

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1 Client Services/Sales Support jobs in Western Cape on Job Mail

Contact Centre Quality Assurance Officer

Job Summary

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