Call Centre Quality Assurance Officer

Purpose summary
As an integral part of the Contact Centre team, this role is responsible for conducting quality assessments and
providing coaching
support across all channels to Contact Centre Agents to ultimately improve service delivery and overall customer
experience.
Working hours are a 40-hour work week scheduled any five days from Monday to Sunday (shift work), including
public holidays.
Quality Assurance
Conduct daily interaction monitoring and deliver real-time coaching and feedback to the Contact Centre Agents
Develop and track quality standards across all engagement platforms
Ensure that compliance standards are met and consistently achieved
Recommend and drive efficiencies to better utilize resources
Coordinate and facilitate calibration sessions for the Contact Centre (Agents, Team Leaders and Contact Centre
Manager)
2. Coaching and Mentoring
Provide coaching to ensure performance metrics are met and maintained, as well as for further career & personal
development
Identify trends, performance and training gaps and use related coaching and training modules to address areas of
improvement
Report all non-performance issues to the Team Leaders and Contact Centre Manager
3. Reporting
Provide weekly and monthly QA performance reports, and trend reports with continuous improvement
recommendations
Conduct, compile and provide monthly audit reports (compliance checks, non-adherence to process, contact
avoidance etc.)
Provide progress updates on eLearning
4. Data Management
Assist in developing internal control measures to determine if processes/systems/applications are producing
accurate data in
accordance with company policies and procedures; proactively assess any potential risks with the Contact Centre
team
Assist in the design of all channel (call, email, chat) monitoring formats and quality standards
Assist in the design of the QA guide and scripts
Streamline processes and systems to make the Contact Centre more efficient and effective by employing faster or
simpler
working methods
Assist in building and maintaining the knowledge base/wiki for the Contact Centre
5. Training and Development
Provide a learning channel that effectively transfers knowledge within the Contact Centre to improve skill levels
(maximise
knowledge transfer)
Provide and support cross-training of Contact Centre Agents
Facilitate eLearning sessions
Assist in the design of training modules and keep material up to date
Assist in documenting processes and procedures
Academic Qualification
Diploma / NQF level 6, Bachelors
Degree (3 years) / NQF level 7, Grade 12 with experience Equivalent to 6+ years in a contact centre environment
Skilled, technical and academically
qualified employees: junior management, supervisors, foremen, superintendents
Behavioural Competency
• Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and
maintains quality and productivity; works in a systematic, methodical and orderly way; consistently
achieves project goals
• Writes convincingly; writes clearly, succinctly and correctly; avoids the unnecessary use of jargon or
complicated language; writes in a well-structured and logical way; structures information to meet the
needs and understanding of the intended audience.
• Analyses numerical data and all other sources of information, to break them into component parts,
patterns and relationships; probes for further information or greater understanding of a problem; makes
rational judgements from the available information and analysis; demonstrates an understanding of how
one issue may be a part of a much larger system.
• Speaks fluently; expresses opinions, information and key points of an argument clearly; makes
presentations and undertakes public speaking with skill and confidence; responds quickly to the needs of
an audience and to their reactions and feedback; projects credibility.
• Shows respect for the views and contributions of other team members; shows empathy; listens, supports
and cares for others; consults others and shares information and expertise with them; builds team spirit
and reconciles conflict; adapts to the team and fits in well.
• Maintains a positive outlook at work; works productively in a pressurized environment; keeps emotions
under control during difficult situations; handles criticism well and learns from it; balances the demands
of a work life and a personal life.
Communication
Encouraging and guiding employees in order to make their performance more effective and to enhance their self perception
and problem-solving skills.
Customer/Client focus
Makes customers/clients and their needs a primary focus of one’s actions. Shows interest in and understanding of
the needs and expectations of internal and external customers (including direct reports). Gains customer trust and
respect. Meets or exceeds customer expectations.
Job requirement
Quality assurance within a contact centre (3+ years)
Customer service contact centre experience (5 years)
Contact Centre QA best practices (2 – 3 years)
Performance management triggers (2 – 3 years)
SAP Cloud4Customer / CRM system
Coaching models (SMART / Sandwich method) (2 – 3 years)
MS Office / Google Suite
Communication in role
Detailed e-mail, fax or mail correspondence
Drafting of factual reports, presentations, procedure or policy documents or training material
Communication requiring a high level of diplomacy and sensitivity
Applicant Feedback Policy
Sotina Recruitment endeavors to provide feedback to all candidates wherever possible. However, if you
do not hear from one of our Recruiters within 30 days, please accept that your application was
unsuccessful.