Quality Assurance Coach - Durban at Hollywoodbets

Job Description

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.

We have an amazing opportunity for a Quality Assurance Coach. Do you think you have what it takes to be our Purple Star?

The successful candidate will be overseeing a team of QA agents and analyse the outputs from reports to address trends in order to increase the customer services experience across the contact centre. Responsible for actively coaching team members and conducting calibration sessions with the aim of increasing customer service in the centre. Report on coaching sessions provided and follow poor performance process where required in conjunction with the relevant manager.

With Hollywoodbets You Will:

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.

Embrace challenges and the thrill of working in a vibrant and fast-paced industry.

Grow with our development plans and culture that allows you to further your career.

You Bring:

• 2 years call centre experience.
• Willingness to work shifts.
• Computer literate and basic proficiency in MS Office (Excel, Word, PowerPoint)

A bonus to have

• Quality assurance experience.
• Coaching knowledge and skills.

What You’ll Do For The Brand:
 

• Ad hoc listening to call recordings in line with QA scorecard to ensure that ratings are accurate.
• Collate QA reports and statistics for the campaigns.
• Highlight areas of development and conduct coaching and calibration sessions with the team and managers.
• Work closely with the contact centre training division to highlight any training needs.
• Quality Assurance coaching with new appointments.
• Identify trends and effectively alert the respective departmental management team.
• Develop and implement corrective measures for implementation by management.
• Customer complaints resolution – extraction and evaluation of call recordings based on customer complaints. Conduct root cause analysis.
• Any other ad hoc duties that might be required.

What You’ll Bring To The Team:

• Excellent communication and interpersonal skills.
• Good planning, organizational and time management skills.
• Quality focused and results orientated.
• Strong attention to detail.
• Impressive reporting skills.