Quality Assurer - Monte Vista
Pepkor Holdings
Description: MAIN PURPOSE OF THE JOB: To maintain the quality assurance processes within the Call Centre to ensure that all areas of quality are monitored, including methods representing the brand via email, fax and telephone communication To attend quality assurance calibration sessions to ensure consistency of monitoring and evaluation processes Assist the training department where required to support the overall Quality assurance process To build an open, honest and transparent route of communication between Quality Assurers, Agents, Team Managers, and Management for overall quality improvement management KEY ACCOUNTABILITIES: Perform quality assessments, provide agent coaching (where required) and inform Team Managers and Management of findings Participate in the design of quality assurance formats and quality standards Use quality monitoring data to report quality performance at team and individual levels. Provide coaching feedback to Agents on quality assurance outputs Provide feedback to Team Managers and Managers on the coaching To provide up-to-date and on-time quality assurance statistics to manage the Contact Centre outputs, enabling the delivery of superior customer service within SLA targets for Operations areas Assist Compliance with interaction monitoring for compliance related items Requirements: Technical and Functional Knowledge and Skills: Fluency in Zulu, Xhosa or Tswana is a requirement Understanding of the Retail Credit Account Management business Strong communication (both verbal and written) and customer service skills Computer literate Ability to work in a highly competitive and dynamic environment Efficient in Microsoft Office Essential Qualifications and Experience: Must have a Senior Certificate - Grade 12 Exposure to the QA environment will be an advantage Must be numerate and have strong attention to detail
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