Description:
The role strives to supervise and advance the Customer Experience (CX) and Quality Assurance (QA) functions for our clients contact centres, looking after a team of Quality Assessors nationally.’
Job description:
· Maintain and improve Quality Assurance processes and compliance standards for all Contact Centre departments and functions.
· Supervise, motivate and develop a team of Quality Assessors to drive quality, efficiency and enhance customer experience.
· Plan and forecast Quality Assessor team workload to ensure auditing requirements are met in a timely manner for all business units.
· Generate insights into teams for coaching, feedback, and assisting in meeting business goals and objectives.
· Execute the communicated Quality Assurance strategy .
· Recommend ongoing training needs and coaching plans based on trends analysis.
· Plan and implement campaigns and mystery shopping events as requested by the reporting manager.
· Assure consistency in quality processes and adherence to processes and procedures.
· Recognise and implement opportunities for improvement.
· Implement/recommend customer satisfaction surveys and voice of the customer to measure and derive insights to drive customer experience across all touchpoints, products and processes.
· Assist with reporting, as requested by the reporting manager.
· Explore opportunities for business improvement and drive the implementation thereof. Present measurable value to ideas and implementations completed.
Requirements:
Minimum requirements:
· Matric.
· Diploma in Business Administration, Quality Management or a related field advantageous.
· Minimum 2 years’ experience in a call centre Quality Assurance Supervisory role.
· Minimum 3 years of contact centre operations experience.
· Experience in multi-skilled, multi-site Customer Centres advantageous.
· Experience in data analytics, reporting, and performance monitoring.
· Experience in using QA tools and methodologies.
· Understanding of QA frameworks, compliance, and best practice.