Head of Quality Assurance- (Contact Centre)

At GBS Support Services

The primary objective is to guarantee a uniform brand experience across every customer interaction while ensuring agents consistently deliver quality service aligned with our organizational objectives. This involves crafting a cutting-edge Call Center quality monitoring strategy aimed at enhancing and maintaining high levels of customer satisfaction.

Duties & Responsibilities

JOB RESPONSIBILITIES Monitoring Customer Interactions:

• Oversee call monitoring processes to gather actionable insights and improve agent performance.
• Adapt monitoring methods as the quality assurance process evolves to identify and implement improvements.

Driving Innovation and Process Optimization:

• Continuously optimize existing processes to boost efficiency and effectiveness.
• Harness AI-powered speech analytics to automate tasks and conduct real-time quality monitoring, fostering innovation.

Designing Evaluation Programs:

• Develop evaluation programs aimed at maximizing Call Center output and productivity.
• Ensure these programs uncover root causes of issues, propose actionable solutions, and provide insights for performance enhancement.

Enhancing Overall Call Center Efficiency:

• Integrate human and artificial intelligence to understand not just when, but why call states change, facilitating targeted service level improvements.

Tracking Industry Trends:

• Stay informed about campaign performance and industry trends, serving as a key source of industry insights.
• Utilize 'voice of customer' analytics to extract valuable business insights.

Conducting Calibration Sessions:

• Lead calibration sessions to align stakeholders on operational objectives.
• Use these sessions to address emerging issues, trends, and industry developments, ensuring operational excellence.

Desired Experience & Qualification

MINIMUM QUALIFICATIONS AND EXPERIENCES

• Matric
• Proven track record of analytical skills
• 5-8 years’ experience in Quality Assurance Management within a call centre.
• In-depth knowledge of quality assurance principles, methodologies, and best practices specific to the contact center industry, including call monitoring, evaluation techniques, and quality improvement processes.
• Intermediate level for MS Office
• Strong written communication capabilities.

BEHAVIOUR AND COMPETENCIES REQUIRED

• Analytical
• Excellent problem solving
• Organisational Awareness
• Customer Service Orientated
• Self-Management
• Good stress management
• Excellent planning
• Organised
• Results Orientated

Package & Remuneration

Remuneration: A market related package including benefits.

Interested?

Kindly click the below link to apply. NB: Thank you for choosing Talksure as your employer of choice. Please note that if you do not hear from us within 14 working days after the closing date of the advert, please regard your application as unsuccessful. We wish you well in your future endeavors. #J-18808-Ljbffr