LAS Quality Controller. at Lancet Laboratories.

 This is a Permanent position based at Johannesburg : Richmond.

Performs and co-ordinates the quality control programme for Contact Centre to ensure proper application of all Contact Centre policies and procedures, compliance to legislation and achievement of objectives and targets in line with the needs of the organisation.
 
Grade 12

• 3-5 Yrs Relevant Working Experience
• 2-3 Yrs Senior Management Experience
• 2-3 years supervisory experience in HR/payroll

Computer literate

• Assess calls randomly from presence to ensure calls meet expectable standards.
• Completes call assessment forms CQM(Call Quality Monitoring) and discusses outcome with agent.
• Identifies coaching and development needs from call assessments and prepares coaching and dev action plans for discussion with agents.
• Prepares statistics on call assessments from daily monitoring and CQM documents and forwards to supervisor for analyzing.
• Presents cases of poor performance from agents during performance counselling sessions(service hampering).
• Gives recommendations to management on improving service.
• Provides input to Supervisor on quality issues for management reports.
• Liaises with consultants/agents to maintain good relationships and promote team spirit.
• Works closely with supervisors and team leaders to plan, schedule and implement quality assurance related activities.
• Assists supervisor in running special projects on quality and training.

Ability to work as part of a team

• Analytical skill
• Assertiveness
• Attention To Detail
• Communication
• Developing staff
• Ethical behaviour
• Flexibility
• Planning and organising
• Team leader skills

Compensation is commensurate with qualification and experience level.

Lancet Labs is committed to providing a safe working environment for employees, patients, clients, visitors and members of the public with whom we interact regularly. We believe that vaccination is a vital tool to reduce the presence and spread of COVID-19 cases in the workplace and is the key element in a multi layered approach to protect staff. All applicants will need to provide a valid certificate of full vaccination status and agrees to booster vaccinations, as the country's vaccination policy changes, with the possibility of additional booster shots if required. Lancet Laboratories reserves the right to apply its vaccination policy when screening applications.
 
PLEASE NOTE
Closing date: 12/5/2022 12:00:00 AM