Quality Assurance
Quality Assurance
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Salary Not Disclosed
1 Vacancy
Job Description
Monitoring & Evaluation: Consistently monitor inbound and outbound customer service interactions across various channels (calls email chat). Quality Audits: Conduct regular audits and assessments of agent performance against a predefined checklist of quality parameters. Feedback & Coaching: Provide detailed constructive feedback and coaching to agents to improve their performance and address any quality issues. Data Analysis: Analyze key performance indicators (KPIs) such as CSAT and FRT to identify trends and pinpoint areas for improvement in service quality. Process Improvement: Develop and implement quality assurance guidelines procedures and strategies to enhance overall service quality and operational efficiency. Reporting: Prepare and present clear data-driven quality reports to management and stakeholders. Collaboration: Work with training teams to enhance training programs and onboard new employees to ensure consistent quality standards. Compliance: Ensure that all processes and interactions comply with company policies and regulations.
Qualifications :
Qualifications Required:
- Essential: Grade 12
- Preferred: Tertiary qualification in management or relevant proven contact center experience
Experience Knowledge Skills and Attributes Required:
- A proven track record of delivering against client customer and business outcomes
- 2 years experience working within BPO - Customer Service
- 3 years of Quality Assurance experience
- Be able to work in MS Office
- Be able to work in a fast-paced environment
- Have strong analytical skills
- Have strong verbal and written communication skills
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
