Description:
Functional Responsibilities:
- Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
- Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assu rance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business needs
- Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data.
- Maintains the files updated for accurate analysis and process improvement / innovation.
- Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics.
- Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
- Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance with applicable company policies. Issues Incident
- Reports to the Team Leaders for red flag CSR behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
Required skills + qualities (technical):
- Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
Required skills + qualities (non-technical):
- 3 years working experience in a call centre and at least 2 years within the quality role with impeccable performance.
- Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision.
Location:
- Woodstock, Cape Town
To apply please send your updated CV to info@jai.co.za
Requirements:
Functional Responsibilities:
- Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
- Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assu rance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business needs
- Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data.
- Maintains the files updated for accurate analysis and process improvement / innovation.
- Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics.
- Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
- Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance with applicable company policies. Issues Incident
- Reports to the Team Leaders for red flag CSR behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
Required skills + qualities (technical):
- Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
Required skills + qualities (non-technical):
- 3 years working experience in a call centre and at least 2 years within the quality role with impeccable performance.
- Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision.
Location:
- Woodstock, Cape Town
To apply please send your updated CV to info@jai.co.za
Functional Responsibilities:
- Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
- Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assu rance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business needs
- Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data.
- Maintains the files updated for accurate analysis and process improvement / innovation.
- Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics.
- Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
- Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance with applicable company policies. Issues Incident
- Reports to the Team Leaders for red flag CSR behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
Required skills + qualities (technical):
- Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
Required skills + qualities (non-technical):
- 3 years working experience in a call centre and at least 2 years within the quality role with impeccable performance.
- Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision.
Location:
- Woodstock, Cape Town
To apply please send your updated CV to info@jai.co.za
Functional Responsibilities:
- Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
- Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assu rance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business needs
- Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data.
- Maintains the files updated for accurate analysis and process improvement / innovation.
- Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics.
- Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
- Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance with applicable company policies. Issues Incident
- Reports to the Team Leaders for red flag CSR behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
Required skills + qualities (technical):
- Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
Required skills + qualities (non-technical):
- 3 years working experience in a call centre and at least 2 years within the quality role with impeccable performance.
- Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision.
Location:
- Woodstock, Cape Town
To apply please send your updated CV to info@jai.co.za
- Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
- Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assu rance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business needs
- Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data.
- Maintains the files updated for accurate analysis and process improvement / innovation.
- Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics.
- Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
- Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance with applicable company policies. Issues Incident
- Reports to the Team Leaders for red flag CSR behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
- Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
- 3 years working experience in a call centre and at least 2 years within the quality role with impeccable performance.
- Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision.
- Woodstock, Cape Town
07 May 2025;
from:
careers24.com