Quality Assessor

Who You Are

• You are a dynamic thinker with a high aptitude for learning
• You have built credibility within your organisation and amongst your peers
• You are a self-motivator and self-starter
• You provide outstanding customer service skills and dedication to providing exceptional customer care
• You have exceptional listening and analytical skills
• You have a reputation for being insightful and operating with integrity
• You have the ability to multitask and successfully operate in a fast paced, team environment
• You are able to effectively deal with people at all levels inside and outside of the Company

• 3-4 years Call Center Experience in 3 or more departments.
• SAP ERP P00 knowledge and understanding
• SAP CRM Knowledge and understanding
• Knowledge and understanding of Call Centre and business processes.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel)

• Operational Management
• Bi-lingual – English and African language
• QA experience

• Functional expertise and leadership to assist management in strategic decision making.
• Business collaboration and integration to attain performance and organisational goals.
• Root cause analysis of underperforming metrics in the call centre

• Participates in design of call monitoring formats and quality standards.
• Focus on quality and customer service
• Performs call monitoring and provides trend data to management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level. 
• Performs monitors of customer care email responses.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff. 
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review. 
• Perform other duties as assigned.