• Responsible for monitoring, scoring, and assessing the quality of the inbound and outbound calls taken by our Contact Centre Agents. To monitor the calls and assess Agent demeanor, technical accuracy, performance and conformity to company policies and procedures.
• Ensure that all teams’ calls conform to quality standards and deliverables as per the quality standards and requirements.
• Record daily quality assurance (QA) data to track scores and trends.
• Provide detailed, insightful, and constructive feedback on evaluations.
• Establish and maintain relationships with stakeholders to reinforce and improve quality of calls by identifying possible areas of improvement in script, and process.
• Conduct team leader and agent calibration sessions.
• Conduct coaching and feedback sessions to staff on performance, quality of calls and developmental areas.
• Develop training sessions to address needs identified during call audits.
• Conduct briefs with agents as scheduled by the work force management team and in line with the weekly focus agenda set by the Operations Managers.
• Conduct weekly feedback sessions with team leaders to discuss individual and team performance.
• Record in detail any deviations / errors identified through the quality assessment.
• Provide QA support for investigations including non-conformance, root cause analysis of complaints.
• Proactively communicate internally with key stakeholders and management concerning quality issues, improvement initiatives, and overall performance.
• Ad-hoc duties as required from time-to-time.
• Initiating and driving employee wellness campaigns throughout the year.
Qualifications
• Diploma or Degree in Industrial Phycology or similar field of qualification.
• Minimum 3 years quality assurance and talent management related role experience.
• Previous management experience.
Knowledge, Skills and Attributes
• Strong analytical skills
• Coaching and Feedback
• Conflict Management
• Interpersonal skills and people skills
• High attention to detail and accuracy
• Exceptional knowledge of customer care process and systems
• Proficiency in verbal & written English
• Strong communication and interpersonal skills
• Excellent working knowledge of MS Office especially Word, Excel and PowerPoint
• Strong administrative skills
• Excellent presentation skills
• Ability to master new applications quickly
• Excellent organizational, time management and co-ordination skills
• Strong analytical ability and logical thinking style
• High sense of accountability
• Team player
• Goes the extra mile
• Ability to remain calm and in control of a situation
