Call Centre QA specialist

Full-time

Call Centre QA specialist

Location: Johannesburg, Waterfall
Company: Netflorist

Who we are looking for?

We are looking for a motivated and experienced call centre QA specialist who has strong analytical and Customer Service experience. The core job function is to evaluate calls and all correspondence on Digital Channels to ensure it is up to the required standards. ensuring consistent delivery on the QA program. Act as a catalyst for change and improvement in performance of quality

Requirements

  • Two+ years’ experience in similar role or adequate experience and understanding pertaining to Quality Assurance
  • Familiar with QA concepts and methodologies within a contact centre environment
  • Experience/ knowledge with implementation of QA Corrective action methods
  • Well versant with on-line learning methods and tools.
  • Above average Microsoft Office Tools capabilities: Excel, Word, PowerPoint etc
  • Assist in planning and creating new coaching strategies
  • Assist with coaching to ensure outliers meet the minimum requirements
  • Passionate about customer service and quality assurance

Competencies

  • Pay particular attention to detail, adhere to good governance and implement controls
  • Have great analytical, problem solving and excellent interpersonal skills
  • Take initiative and can easily identify and mitigate risk
  • Have superb communication skills (verbal and written)
  • Versatile, creative, flexible and be able to work in an omnichannel environment
  • Proactive and can work under minimal supervision but also a team player
  • Able to lead, coach and manage Agent performance
  • Evaluating calls, critically assessing all correspondence on Digital Communication Channels in the company
  • Effectively, implementing intervention strategies to improve quality of service and improve performance
  • Identifying areas of development, leading, coaching and management of individual/team performance satisfy customer needs
  • Be up to date with latest trends, technology, regulations and industry information
  • The building and maintenance of good business relations and direct collaboration with various departments within the company
  • Drive the adoption of good practice and conduct within the business
  • Produce relevant reports, analyze and share insights
  • Effectively introduce activities that will drive the adoption of good behavior and meet the required level of QA standards Boxes to tick
  • People management skills and Customer Service are a prerequisite
  • Proficient in Microsoft Office
  • Good presentation skills

Posted on 11 Aug 08:45

Apply by email

Lerato@netflorist.co.za