Contact Centre Quality Assurance Officer

About Us:

We re a worldleading fleet tracking and management company with oversubscribers across 23 countries. We are looking to recruit a Corporate Sales Representative. Our teams are collaborative vibrant and fastgrowing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Responsibilities

1. The QA Supervisor is tasked with coming up with overseeing and driving the Quality Assurance Framework in the Contact Centre.
   

2. Develop and audit quality assurance strategies to ensure the delivery of worldclass service.
   

3. Root cause and corrective action plans assess and review complaints/concerns/escalations and perform root cause analysis and corrective action planning for recurrent issues.
   

4. Support staff to handle escalated issues and provide guidance for better outcomes Coordinate issue resolution for all levels of escalated issues as per the SOPs.
   

5. Develop action plans to drive improvement (provide baseline statistics and reporting showing the effectiveness of the action plan)
   

6. Monitor and evaluate the team performance for consistency in adherence to company guidelines and provide direct feedback to the Call Center agents regarding strengths and weaknesses.
   

7. Monitor inbound and outbound calls and evaluate agent s performance concerning the quality of service offered through all channels provide clear insight into performance drivers and the levers that impact performance.
   

8. Maintain proper documentation of call performance and associated corrective measures as applicable.
   

9. Perform mystery calls to ensure accurate and consistent information delivery to the customers.
   

10. Lead calibration sessions and breakout training sessions as needed.
    

11. Support new hires and ongoing QA training initiatives as needed.
    

12. Lead in designing effective training programs and collaborate with trainers and the QA team to establish a positive team environment that supports and reinforces bestinclass customer service practices.
    

13. Ensure adequate staffing for shifts leave scheduling and task allocation.
    

14. Make recommendations to management regarding the development of policies processes and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
    

15. Any other tasks/duties as may be assigned by the Line manager.
    

Requirements

1. 3 years or more experience in an analyst role within customer experience in banking or an established financial institution
   

2. Thorough understanding of Customer experience metrics and data Excellent analytical skills to enable the resolution of unstructured and complex problems.
   

3. Advanced Excel Skills MUST (Excel modules and big data analysis).
   

4. Contact centre knowledge MUST.
   

5. Professional knowledge of Microsoft PowerPoint.
   

6. Working knowledge and understanding of quality assurance and customer experience concepts