Quality Assessor: Financial Services - The Foschini Group - South Africa

JOB DESCRIPTION Key Responsibilities: 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 sessions 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 Execute business coaching principles diligently and effectively in line with EX and CX standards Qualifications and Experience: 1 year experience in a contact centre environment Working experience with voice logging systems Intermediate to advanced MS Excel skills Excellent written and communication skills Strong numerical and analytical skills To be able to gather data and align reporting requirements To analyse data and tell a story through reporting Ensure data accuracy and quality in reports To be able to highlight translated data into actionable insights Business Coaching experience advantageous Skills: Ability to work independently and work well in a team Be a leader of self and others and manage tasks with diligence and integrity Identify risk and highlight it to the business Effectively persuade and influence relevant stakeholders Excellent attention to detail, planning, and problem-solving skills Behaviours: Conveys information and communicates ideas in a clear, concise, and impactful manner Understands, anticipates, and meets the needs and expectations of customers Takes accountability and ensures others are held to account on agreed upon performance targets Interprets and simplifies complex and contradictory information when resolving organisational problems Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act. Closing date for applications: 24 May 2024 If you have not had a response from us within 5 working days after the closing date, please consider your application unsuccessful. ABOUT US Who we are is because of our people. They are our greatest asset. TFG is an internationally diversified retail portfolio of 34 speciality lifestyle and apparel brands that Inspire our Customers to live their Best Lives and are woven into the lives of millions. Our vision is to create the most remarkable omnichannel experiences for our customers. TFG is more than a workplace, it's a launchpad for your growth. Join us and explore endless growth opportunities across our diverse brands. We're a purpose-led business, and on this team, you'll share the pride of making an impact across a whole industry. We're the designers, the makers, the shakers and the teams behind the scenes. Are you with us? ABOUT THE TEAM Our contact centres play a vital role in the success of our business. They are often the first point of contact for our customers. Our team members who work in this department are highly skilled and motivated to deliver outstanding service. They're knowledgeable about our products and services and are always ready to help solve any issues our customers might have. JOB DESCRIPTION Key Responsibilities: 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 sessions 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 Execute business coaching principles diligently and effectively in line with EX and CX standards Qualifications and Experience: 1 year experience in a contact centre environment Working experience with voice logging systems Intermediate to advanced MS Excel skills Excellent written and communication skills Strong numerical and analytical skills To be able to gather data and align reporting requirements To analyse data and tell a story through reporting Ensure data accuracy and quality in reports To be able to highlight translated data into actionable insights Business Coaching experience advantageous Skills: Ability to work independently and work well in a team Be a leader of self and others and manage tasks with diligence and integrity Identify risk and highlight it to the business Effectively persuade and influence relevant stakeholders Excellent attention to detail, planning, and problem-solving skills Behaviours: Conveys information and communicates ideas in a clear, concise, and impactful manner Understands, anticipates, and meets the needs and expectations of customers Takes accountability and ensures others are held to account on agreed upon performance targets Interprets and simplifies complex and contradictory information when resolving organisational problems Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act. Closing date for applications: 24 May 2024 If you have not had a response from us within 5 working days after the closing date, please consider your application unsuccessful. ABOUT US Who we are is because of our people. They are our greatest asset. TFG is an internationally diversified retail portfolio of 34 speciality lifestyle and apparel brands that Inspire our Customers to live their Best Lives and are woven into the lives of millions. Our vision is to create the most remarkable omnichannel experiences for our customers. TFG is more than a workplace, it's a launchpad for your growth. Join us and explore endless growth opportunities across our diverse brands. We're a purpose-led business, and on this team, you'll share the pride of making an impact across a whole industry. We're the designers, the makers, the shakers and the teams behind the scenes. Are you with us? ABOUT THE TEAM Our contact centres play a vital role in the success of our business. They are often the first point of contact for our customers. Our team members who work in this department are highly skilled and motivated to deliver outstanding service. They're knowledgeable about our products and services and are always ready to help solve any issues our customers might have. Apply Now

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Quality Assessor: Financial Services - South Africa

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