Description
Position type **Permanent: However, 3 months’ probation then permanent in position.
*Purpose of the Job *:Responsible for the auditing/actioning of the QA process of the Call Centre Agents.
Minimum Qualifications and Experiences
- Matric
- Microsoft office experience. (1year experience)
- Bilingual would be advantageous.
- Excalibur
- In depth understanding of the business, client requirements and in-house processes
- Well versed in Agent procedures
Responsibilities:
- Listen and analyze call recordings using in-house systems (Excalibur, Callbi and Genii)
- Execute client call requests, by listening to calls as per client instruction and providing feedback and findings to the respective KAM
- Ensure client request call deadlines are met timeously.
- Provide feedback to the HR Rep/KAM in terms of findings/opportunity areas
- Track QA progress and refer to the respective HR Rep/KAM if no improvement
- Ensure appropriate compliance and call process is adhered to on all calls
- proactively uncovering opportunity areas
- Provide audit stats to immediate superior daily.
- Effectively, plan, organize, manage and direct the activities, services and operations for Coaching and mentoring of staff within the department.
- To ensure that the KAM and HR Rep are kept informed as to any unresolved issues regarding compliance and call process
- To ensure that the compliance of company policy and procedures are adhered to.
- Due to the nature of the business assist in any other areas should it be necessary.
Competencies **Required
Confidence, Microsoft Office experience, organizational skills, excellent listening and communication skills, time management
Additional Competency **Testing
Ability to communicate effectively, Previous QA and Coaching Knowledge
Working Hours
Mon - Fri (07h30 - 16h00)
Salary: From R7,500.00 per month.
Job Types: Full-time, Permanent
Job Types: Full-time, Permanent
Salary: From R7,500.00 per month