The Quality Controller will be responsible for overseeing a team of consultants quality output to achieve the stipulated Services Levels/Customer Service Index and updates of shareholder records in accordance with the agreements and will report directly to the Contact Centre Team Leader.
* Ensuring that the Contact Centre Maintains the Service Level Agreement of 80 percent of all calls answer within 20 seconds
* Ensure that daily trades are checked and submitted accurately at end of day without any delays
* That Trades / Purchases balance against Fortress/Insta & SharePoint
* Conduct “On the job” coaching of individual Call Centre Consultants
* Assessment of recorded and live calls for agents
* Ensure the Call Centre maintain above 80% Quality Score every month with all agents:
o Random assessments of all written communication to customer
o Compile daily/weekly/monthly QA report
o Communicate all training required based on call findings to the Team Leader
o Side by side coaching – observation of telephone etiquette
o Record findings and supply immediate feedback to Call Centre Consultants, Team Leaders and Managers
o Conduct on the job coaching to rectify areas of development identified
o Identify and track possible trends
o Reporting of QA results and ensure correct filing is done per Call Centre Agent.
o Compile daily/weekly and monthly assessment statistics per Call Centre Consultant
o Communicate immediate and critical training gaps identified
o Give input into training programs for Call Centre Consultants
o Manage & attend all systems and soft skills training
o Assist with ADHOC duties as requested by Manager
o Ensure adherence to workflow processes and procedures are met
o Monitor and report on Consultant performance on a daily/weekly/ monthly/quarterly basis for agents KPA to be updated.
o Identify and report on trends picked up
o Monitor and Coach Consultants on quality of their work
o Ensure daily/weekly and monthly calls targets are met-number of calls assessed daily and QC Tick sheet filled out accordingly
* Matric
* Relevant call center experience in Customer Services or QA
* 2 Years plus experience within a Call Centre environment
* Good Knowledge of Microsoft Excel
* Ability to work under pressure and is deadline driven
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