QUALITY ASSURANCE REPRESENTATIVE

We are a blue chip company a leader in the broadcasting media sector. Due to expansion

And growth the following position has risen in our organization.

Reporting to the Quality Assurance and Training Manager the incumbent will be

Responsible for doing evaluations on each representative in various functions and be able to

Give constructive feedback and coaching with a view to enhancing customer experience.

Key Outputs

(Products services programs and information which the individual must provide to external

Individuals or groups or one another to accomplish the organizations mission and strategy)

Monitor and evaluate touchpoint representatives (where possible)

Provide feedback to representatives with regards to their quality performance

Complete feedback sheets

Identify and escalate training needs

Report Deviances from Standard Operating Procedures to Supervisors

Coach CSRs

Managed conflict related to QA Audits.

Evaluate and recommend processes and procedures of Operations Divisions

Conduct trend analysis

Develop and Maintain evaluation criteria

Handle escalated queries

Manage and monitor QA system

Identify and contribute to quality initiatives Ops delivery

Prepare quality reports

Regularly report to the various functional teams on employee performance evaluations

Specific to observations conducted through quality monitoring and screening activities.

Trend Analysis

Developed and maintained evaluation criteria

Researched quality standards

Documented gaps identified from QA evaluations in CDI ratings vs. QA ratings

Requirements

COMPETENCIES & EXPERIENCE

Minimum first degree in social sciences or a business related field

An additional focused Call Centre qualification and/or Diploma in Customer Services

Management will be an added advantage

3 years of working experience at the Call Centre or in the Service Industry with some

Supervisory level experience

Experience at technology oriented service firms; Mobile telephony BPO call centers etc.

Will be an added advantage

Excellent interpersonal skills

Ability to motivate to produce results

Excellent oral and written communication skills

Dependability

Multi-tasking

Knowledge

Track record of competence in Operations

Systems knowledge

Technical knowledge

Marketing knowledge

Business knowledge

Knowledge of Customer Care business processes

Skills

Coaching

Written and Verbal communication (letter writing report writing)

Computer skills (MS Word Excel PowerPoint)

Problem solving and decision making

Planning and organizing

Attention to detail

Team work

Trend analysis

Motivating

Sound Interpersonal skills

Patience

Assertiveness

Conflict Management

Idea generation

Ability to deliver under pressure

Personal Qualities

Achievement Orientation

Customer and service orientation

Self confidence

Self-motivated / Independent