Quality Assurance Controller

Mediclinic is an international private healthcare services group, founded in South Africa in 1983, with divisions in Switzerland, Southern Africa (South Africa and Namibia) and the United Arab Emirates.

The Group is focused on providing specialist-orientated, multidisciplinary services across the continuum of care in such a way that the Group will be regarded as the most respected and trusted provider of healthcare services by patients, medical practitioners, funders and regulators of healthcare in each of its markets.

MAIN PURPOSE OF JOB

To assess and gauge quality levels of the Contact Centre and provide corrective solutions through coaching and training initiatives.

KEY RESPONSIBILITY AREAS

• Monitors Contact Centre performance to ensure quality control standards of service/customer satisfaction is achieved.
• Gather, analyse and report on performance data for the purposes of improvement and keeping relevant stakeholders up to date.
• Support the Contact Centre Co-ordinator team and Contact Centre Operations.

Required Education

ESSENTIAL EDUCATION

• Grade 12

DESIRED EDUCATION

• Contact Centre related qualification
• Adult Education related qualification

Required Experience

ESSENTIAL MINIMUM EXPERIENCE

• 4 years' contact centre experience contact centre
• 1 year contact centre training or coaching experience

Desired Experience

• 4 years' emergency contact centre experience
• 2 years' contact centre training experience

Required Job Skills And Knowledge

• Coaching and quality improvement
• Knowledge of Emergency Services
• Ability to effectively communicate and train content towards a variety of learning needs
• Maintain a comprehensive working knowledge of policies, procedure, and benefits across all product lines
• Emergency contact centre operations
• Development of training materials and programmes