Quality Assurance Coach x 5

Hollywoodbets; KwaZulu-Natal; On-site; ZAR 150,000 - 250,000; Full time

Job summary

Join Hollywoodbets as a Quality Assurance Coach, where you'll monitor customer interactions and ensure adherence to quality standards. Bring your customer service and quality expertise to our dynamic team in Umhlanga. Enjoy opportunities for professional growth in a fast-paced environment.

Qualifications

• 1-year Customer Service Experience.
• 1-year Quality Assurance Experience.

Responsibilities

• Monitor and evaluate customer interactions for quality and adherence to standards.
• Provide feedback to agents to improve service excellence.
• Collate QA reports highlighting trends and training opportunities.

Skills

Customer Service Excellence

Coaching Ability

Attention to Detail

Quality Focus

Reporting Skills

Education

Degree/Diploma in related field

Job description

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.

We have an amazing opportunity for Quality Assurance Coach’ x 5to be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?

The successful candidate will be responsible for monitoring and evaluating customer interactions to ensure adherence to company policies, quality standards, and service excellence. This role involves assessing contact (email, chat, voice & other) quality, providing feedback to agents, and identifying areas for improvement to enhance overall customer satisfaction

With Hollywoodbets You Will:

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.

Embrace challenges and the thrill of working in a vibrant and fast-paced industry.

Grow with our development plans and culture that allows you to further your career.

You Bring:

• 1-year Customer Service Experience
• 1-year Quality Assurance Experience.

A Bonus to have:

• Degree/Diploma in related field.
• Coaching and analysis experience.

What You’ll do for the Brand:

• Ad hoc listening to call recordings in line with QA scorecard to ensure that ratings are accurate
• Monitor and evaluate customer interactions (calls, emails, chats) for quality and adherence to company standards.
• Calibration participation and attending to help align self and others with QA standards.
• Collate QA reports and statistics for the campaigns, highlighting trends and training opportunities.
• Work closely with the contact centre training division to convert training insights into learning and development modules in Moodle.
• Identify trends and effectively alert the respective departmental management team
• Assist in developing and updating quality assurance guidelines and procedures.
• Customer complaints resolution – extraction and evaluation of call recordings based on customer complaints. Conduct root cause analysis.
• Any other ad hoc duties that might be required

What You’ll Bring to the Team:

• Strong Quality Focus
• Good coaching ability
• Customer Service Excellence.
• Exceptional reporting skills.
• Attention to detail

So, are you ready to level up, learn, and perform at your best? Apply now!

Please note that only applicants who meet the stipulated minimum requirements will be considered.