Description:
Large Hospitality Travel and Tourism Headoffice is looking for a suitable candidate to fill the above position.
Purpose of the position
A s o u r n e w J u ni o r T el e p h o n e Q u al it y C o n t ro ll er A d m i n i st r a t or ( TQC ) , you wil l l e a d t he w ay i n ev al u a t i ng a n d r a i s i ng t he q u a li t y b a r of o u r t e a m p l ay. T h e o ve r a l l o b j ective i s t o a n a l yze o u r t e a m ’ s p e r f or m a n ce fr o m a q u a li t y p e r sp e c t i v e . Y ou wil l prov i de a n a l ys i s , f i n di n g s, f e e d b ack a n d r ec o mm e n d a t i o n s on w a y s t o i m prove o ur l ev e l o f cust o m er se r v i c e , r a i s i ng a n d keep i ng i t up t o l e a di ng g l o b al bran d s’ ex p ecta t i o n s .
M o ni t ori n g a n d aud i t i ng of V o i ce R e c o r d i n g s d ail y, e x tr a c t i ng tr a i n i ng
r e q u i r emen t s f or servic e , produ c t kn owl e d ge a n d e t i q u et t e .
• Im p l eme n t a n d M o ni t or t he TQC proce s s.
• C o n d u ct a l l ass e s s m e n t s .
• Trend R ev i e w s.
• P r e p ara t i on of s t a t i s t i cs on a da il y, w e e k l y a n d m o n t h l y b a s i s.
• P r ov i de d e t a il ed r e p o r t s on a da il y, w e e k l y a n d m o n t h l y b a s i s.
• R e p ort b a ck t o r e l ev a nt d e p a r t m e n t M a n a g ers a nd m o n t h l y f e e d b ack t o M a n a g eme n t
• P r ov i de pro g r ess r e p o rt s on S y s t e m , service a n d tr a i n i ng co n t i n u o u s l y.
• L i a i s i ng wi t h r es p e c t i ve M a n a g ers w ho a r e r es p o ns i b l e f or f o rm a li z i ng a n d sch e d uli ng tr a i n i ng co u r ses.
• U nd e r s t a n d i ng t he co n f i d e n t i a li t y a n d se n s i t i v i t y t h at t h i s p o s i t i on e n t a il s
• C o a ch S t a f f f o r T Q C / P e r f o r m a n ce I m prov e m e n t
• A d h oc t as k s as d i r e c t ed or as g e n e r a t ed b y i n p ut a n d f e e d b a c k fr o m Di r e c t ors / M a n a g e r s dependent on r equir e m e n t .
· Identify training gaps and collaborate with department managers to implement improvement plans.
Requirements:
- Strong Knowledge Of Customer Care Processes And Techniques
- Solid Knowledge Of MS Office With Focus On Excel
- Matric And/Or Qualification In Call Centre Management/Quality Control
- 2 To 3 Years’ Experience In Call Centre Environment
- Knowledge Of IRIS And Genesys.
- Prior Experience In Travel / Hospitality Industries Customer Care Is A Plus
- Excellent Product Knowledge Of The First Group Resorts, With Reference To The Facilities Offered By
C omp e t e n cies R e q u i r e d
• M at u r e cand i d a t e t h a t h a s t he a bili t y t o co n d u c t a nd drive t h i s p o s i t i on wit h pass i o n , pro f ess i o n a li sm a n d co n fi d e nti ali t y.
• S o u nd kn owl e d ge of G e o g r a p hy in S o u t h A fr i ca a n d t he w orld a d d e d a d v a n t a g e .
• T el e p h o ne eti q u et t e – c l e a r sp e ech a n d g o od m a n n er s .
• C omp il ati o n of r e p o rt s .
• S h o u l d have an e ye f or d eta i l a n d is ab l e t o i d e nti f y P r oc e s s as w e l l as Ag e nt o p p o rt u ni t i e s .
• D emons t r ated a bili t y t o w ork w e l l i n a t e a m e n v i r o n m e n t .
• A b ili t y t o w o r k u n d e r p r e ssure a n d m e e t d e a dli n e s .
• S tr o n g kn owl e d ge of E n g li sh l a n g u a g e s i s m a n d ato r y ( w r i tt en a n d v e r b al )
• Bili n g u a l w o ul d be an a d va n t a g e ( Z ul u and A fr i k a a n s)
• A ccura t e , o r g a n i sed a n d a bl e t o m u l t i t a s k .
• E xce ll e n t co m m u ni cati o n sk ill s ( v e r b a l a n d w r i tt e n )
• E xce p t i o n al li s t e ni ng a n d a n a l y t i cal sk ill s
• S tr o n g cust o m er s e r v i c e s ori e nt a t i on a n d i nfl u e n c i ng sk ill s .
• E xce ll e n t i nte r p e r so n al s k ill s .
• D e p e n d a b l e