Quality Assessor at The Foschini Group - Western Cape - Western Cape
The Foschini Group
JOB DESCRIPTION Key Responsibilities: Execute business coaching principles diligently and effectively in line with EX and CX standards Ensuring that the daily, weekly, and monthly productivity targets are met according to the department's SLA Measure adherence to compliance by ensuring fair and minimal variance against the relevant legislation Ensure reports and trends are compiled accurately in line with the specific portfolio Provide feedback on quality related issues and training needs to the relevant stakeholders Conduct monthly QA communication and calibration session with operational stakeholders Identify opportunities and provide recommendations for quality and business process improvements Conduct coaching and counselling accordingly in line with departmental requirements and internal operations support and standards Apply coaching for performance principles in all operational interactions Qualifications and Experience: 1 year experience in a Contact Centre environment Working experience with voice logging systems Skills: Intermediate MS Excel skills Excellent written and communication skills Strong numerical and analytical skills Sound experience in an SDLC and packaged software environment Behaviours: Communicates Effectively Ensures Accountability Plans and Aligns Manages Complexity Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.
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