with the specific portfolio Provide feedback on quality related issues and training needs to the relevant opportunities and provide recommendations for quality and business process improvements Conduct coaching and Experience: 1 year experience in a Contact Centre environment Working experience with voice logging
and possess a strong work ethic. A background in call center customer service, technical support, or back-office global outsourced quality assurance service, you will listen to calls completed by call centre agents and ensure client. - In your role as Quality Assurance Analyst, you will be responsible for call monitoring, evaluation training agents and supervisors in order to assure call quality. This is an important position that will allow responsibilities for the Quality Assurance Analyst position include: Assess agents calls according to set outcomes
and possess a strong work ethic. A background in call center customer service, technical support, or back-office global outsourced quality assurance service, you will listen to calls completed by call centre agents and ensure RESPONSIBILITIES In your role as Quality Assurance Analyst, you will be responsible for call monitoring, evaluation training agents and supervisors in order to assure call quality. This is an important position that will allow responsibilities for the Quality Assurance Analyst position include: - Assess agents calls according to set outcomes
and possess a strong work ethic. A background in call center customer service, technical support, or back-office global outsourced quality assurance service, you will listen to calls completed by call centre agents and ensure RESPONSIBILITIES In your role as Quality Assurance Analyst, you will be responsible for call monitoring, evaluation training agents and supervisors in order to assure call quality. This is an important position that will allow responsibilities for the Quality Assurance Analyst position include: Assess agents calls according to set outcomes
customer experience journey by assessing call centre interactions (calls, email, chat, other), enable low-risk stakeholders for information sharing purposes regarding quality findings and trends. Contribute towards Continuous systems and skills. Key Responsibilities Daily Quality audits as per process requirement Provide Feedback improve the process Assist in preparing relevant quality reports Complete RCA for all defects identified agents and share it with the Deputy Manager - Quality Communication with clients, when required Complete
Responsibilities: Plan, facilitate, and deliver ongoing process training in an international BPO environment. Ensure that our teams have the knowledge and capabilities to deliver accurate, courteous, and consistent customer service. Serve as the subject matter expert, elevating the knowledge level o
times, by conducting regular call assessments and audits. ·Conduct call assessments checks to meet SLA's; with operations teams and the client; Conduct quality audits and provide feedback to managers; Hold regular capturing; ·Continually examine opportunities for quality improvements; Maintain library of model documents templates, or other reusable knowledge assets; Take calls for a specified number of hours in order to keep
Description To contribute to the performance of the Call Centre through accurate order taking and monitoring the field of sales administration, executions or call centers Other Requirements Pressurised environment
policyholders by reading from an approved script, Utilise a call center dialer to manage lead follow-up Strive to and fair treatment of policyholders Adherence to quality, training and compliance processes Accurately recording policyholder information Requirements 2 years Call Centre experience, and/or 2 years Insurance sales /
international brand to lead, mentor and coach a team of Call Centre Agents to create and deliver amazing customer environment. • Leading and managing a team of Call Centre Agents to achieve client SLA requirements • Continuously Customer Satisfaction Score o Service Level Goals o Quality Goals • Guiding, coaching, training and equipping processes used and propose solutions • Manage quality assurance • Assist with recruitment, HR admin, campaign Requirements • Matric • 1-2 years contact Centre Team Leader experience Competencies • Strong ability