Contact Centre Quality Assurer

Kazang Connect; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A dynamic call center company in Johannesburg seeks a Contact Centre Quality Assurer. You will enhance service quality and monitor advisor performance to ensure compliance with processes. The ideal candidate will possess outstanding customer service skills, exceptional listening abilities, and a commitment to enhancing the customer experience. This onsite role requires the ability to work shifts, weekends, and public holidays.

Qualifications

• Must adapt well to change and successfully set and adjust priorities as needed.
• Ability to effectively deal with people at all levels inside and outside of the Company.
• Must be able to work shifts, weekends and public holidays when needed.

Responsibilities

• Perform daily quality assessments for advisors on all platforms.
• Investigate complaints and address failures immediately.
• Schedule feedback sessions with advisors.
• Identify risks and contribute to action plans.
• Track improvements monthly.

Skills

Outstanding customer service skills

Exceptional listening and analytical skills

Research, analytical and problem-solving skills

Ability to multitask

Solid time management skills

Job description

Contact Centre Quality Assurer required in Johannesburg.

Purpose or summary of the role:

• To enhance the quality of the service the team provides to our customers, increase their efficiency and reduce wasteful spending.
• The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre.
• The QA will monitor inbound and outbound call and emails responses to assess advisors demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
• This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer’s experience.

Job Related Competencies:

• Behavioral Competencies: (i.e. initiative, self-motivated)
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Exceptional listening and analytical skills.
• Research, analytical and problem-solving skills.
• Ability to work shifts, weekends and public holidays when needed.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Creative ability & writing proficiency.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Onsite Role.

Key Performance Areas:

Your duties and responsibilities will include, but will not be limited to the following:

• Perform daily quality assessments for advisors, on all platforms, to ensure compliance to processes and procedures.
• Investigate complaints and immediately address failures.
• Handover any training requirement picked up from QA sessions to the trainer to action with clear improvement areas and timelines.
• Perform live assessments on client engagements per advisor.
• Schedule weekly feedback sessions with advisors (positive and improvement)
• Identify risks, contribute to action plans and monitor the progress of these.
• Track improvement monthly.
• Monthly reports to management (number of assessments, progress, gaps and possible warnings due to no improvement).
• Add all scores, improvement areas, plans and progress to the overall performance feedback report.
• Draft / Review quality assessment score card to ensure it is relevant.
• Identify areas of service improvements and drive customer experience improvement initiatives for the business based on QA findings, while coaching agents for success in executing superior service to customers.