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Quality Assurer

Tenacity Financial Services - Northern Suburbs, Western Cape

Job Details

Full-time

MAIN PURPOSE OF THE JOB:

To maintain the quality assurance processes within the Call Centre to ensure that all areas of quality are monitored, including methods representing the brand via email, fax and telephone communication
To attend quality assurance calibration sessions to ensure consistency of monitoring and evaluation processes
Assist the training department where required to support the overall Quality assurance process
To build an open, honest and transparent route of communication between Quality Assurers, Agents, Team Managers, and Management for overall quality improvement management

KEY ACCOUNTABILITIES:

Perform quality assessments, provide agent coaching (where required) and inform Team Managers and Management of findings
Participate in the design of quality assurance formats and quality standards
Use quality monitoring data to report quality performance at team and individual levels.
Provide coaching feedback to Agents on quality assurance outputs
Provide feedback to Team Managers and Managers on the coaching
To provide up-to-date and on-time quality assurance statistics to manage the Contact Centre outputs, enabling the delivery of superior customer service within SLA targets for Operations areas
Assist Compliance with interaction monitoring for compliance related items

Technical and Functional Knowledge and Skills:

Essential Qualifications and Experience: