Quality Assessor

Job DescriptionRole PurposeTo enhance the customer experience journey by quality assessing call centre interactions (calls, email, chat, other), enable low-risk and zero-surprises BAU and producing reports which tells the story of the customer experience journey.Actively engage stakeholders for information sharing purposes regarding quality findings and trends.Contribute towards Continuous Improvement initiatives to improve compliance, processes, systems and skills.QualificationsQualifications RequiredEssential·       Matric/Grade 12 CertificatePreferred·       Continues Improvement e.g. Yellow Belt Six Sigma. External: Lean or Six Sigma·       ISO 9001:2015Experience Required Essential·       Minimum 18 months' experience as a Contact Centre Quality Assessor.·       Computer literacy (MS Office) at an intermediate to advanced level - particularly MS Excel. Preferred·       Quality assessment experience·       Contact Centre experienceAdditional Information