Quality Assurance Assessor / Coach

Tracker requires the services of a Quality Assurance Assessor / Coach in the Sales Contact Centre.

This is a permanent position based at their Head Office in Johannesburg.

Key Responsibilities:

1. Evaluate adherence to company policies / procedures and statutory requirements
2. Evaluate data captured by the customer service acquisitions department
3. Identify business risks
4. Build and enforce a customer centric & sales approach
5. Analyze QA results and identify development areas & trends for training purposes
6. Establish, build and maintain good relations with all business partners
7. Coach & develop a team
8. Communicate actively and effectively
9. Provide weekly / monthly reports and feedback to the supervisor / manager and other internal stakeholders
10. Visibility in their area of support
11. Conduct Calibration sessions
12. Involvement in adhoc projects

Minimum Requirements:

1. 3 years experience in Sales Contact Centre
2. 1 year Quality Assurance Coaching experience, preferably in a similar industry.
3. Accredited Assessor; RE5 & FAIS will be advantageous
4. Proficient in Microsoft Office suite
5. Strong understanding of customer service; sales & QA process
6. Sound Administrative, Analytical, Business writing, Communication, Presentation, Planning & Role play skills
7. Deadline driven and adherence to schedule
8. Logical thinking
9. Able to work independently

Benefits:

Medical Aid
Provident Fund