Salary: R15, 000
About Our Client
Our client does one thing make lives better, one interaction at a time. They are a
global leader in customer service and experience, serving the worlds biggest brands
with tens of thousands of employees in hundreds of locations around the globe.
The Role
Performs quality assurance tasks and duties focused on monitoring inbound and
outbound calls, chat and/or email. Work is directed and overseen by a QA supervisor
but is conducted with individual autonomy to ensure all duties and tasks are completed on time.
Responsiblities
- Performs QA evaluations as assigned on a daily/weekly/monthly basis
- Coordinates with key stakeholders to provide key insights to QA trends
- Provides documentation of corrective action needed to ensure performance improvement
- Partners with clients and operational stakeholders to calibrate on all QA related requirements to ensure consistent alignment
- Presents QA processes and requirements to new hire training classes as required
- Required to assist with Operations duties such as supporting inbound/outbound calls, chats, email and/or video as it relates to the current program due to peak season requirements or as regular skill reinforcement.
- Transition between various clients or LOBs may require new hire training, nesting and supporting inbound/outbound calls, chats, email and/or video as it relates to the current program in order to meet client requirements and/or ensure proper skill development.
- Significant experience in quality monitoring
- Clear understanding of agent administration in CMS
- Strong written and oral communication skills
- Strong analytical skills
