Quality Assurance Officer x3: BLC - Sandton at Blue Label Telecoms

Job Purpose

• The Quality Assurance Officer is responsible for the achievement of clearly defined quality standards by the Customer Interface Centre and Back Office personnel. The QA Officer ensures that customer interactions are monitored, assessed and Agents are coached or trained where interactions are not up to standard to ensure continuous improvement of people, processes and procedures.

RESPONSIBILITIES

Quality Assurance

• Understand and execute QA processes and methods relating to the call centre requirements.
• Meet service level objectives of 5 assessments per Team Leader / Customer Service Rep per month for quality assurance monitoring
• Conduct interviews and provide feedback within 24 hours of assessment of an interaction with the customer
• Escalate, report and/or provide recommendation to Team Leaders on disciplinary requirements
• Submit regular updates / feedback / reports to the Team Leader
• Participate in monthly meetings and monthly reporting schedules
• Provide immediate feedback to the Continuous Improvement Team Leader where zero-rated assessments or disciplinary issues are found
• Manage own performance to defined targets and service levels
• Meet or exceed service level targets

Coaching and Training

• Provide input into the performance and training schedule in order to drive continuous improvement in the quality of customer interactions and query resolution
• Identify and report on gaps in training related to attaining First Level Resolution targets
• Work closely with the Trainer to identify capability gaps for resolution by the Trainer
• Ensure input into coaching, training and performance happens regularly to schedule (at least monthly) to drive rapid improvement in efficiencies

Client Relationships Management

• Improve turnaround time for resolving client issues
• Display a passion for client service, client satisfaction and commitment to meeting and exceeding client expectations
• Increase customer satisfaction ratings

Requirements

Behavioural Competencies

• Drive excellent working relationships
• Passion for customer service
• Collaboration with others
• Demonstrates initiative
• Motivated to invest in career & self-development

Skills

• Verbal Communication
• Writing skills
• Customer Service Delivery

Education

• Matric
• Diploma in a business-related field

Experience

• At least 2 years’ experience in a call centre environment is required
• Demonstrated experience in practicing quality assurance methods and processes
• Proven experience in identifying skills gaps and escalating to drive overall skill improvement