Quality Assessor\u00a0<\/p>\n
\tYou will have a positive and enthusiastic approach to Quality Assurance, providing direct feedback to all service agents, ensuring the customer experience exceeds all expectations whilst ensuring regulatory compliance. You will be responsible for monitoring and actively influencing quality performance, making sure that the quality requirements in place are fulfilled, and that goals are consistently achieved. You will also analyse advisors\u2019 quality results and performance to optimise processes and support their development, in partnership with your manager. You will also be responsible for providing objective and constructive feedback to agents and team managers.\u00a0<\/p>\n
Job description\u00a0<\/p>\n
\tMaintain and develop internal\/client quality standards.\u00a0
\n\tAssess support interactions (calls, email, chat messages) based on established quality standards.\u00a0
\n\tAccompany evaluations with meaningful and constructive feedback.\u00a0
\n\tDiscuss and explain feedback with agents in regular meetings.\u00a0
\n\tParticipate in calibration sessions to maintain consistency in internal evaluations.\u00a0
\n\tCreate\/maintain\/deliver reports that reflect agent performance.\u00a0
\n\tIdentify and provide insight\/trend analysis into the operation via call dips, buzz sessions.\u00a0
\n\tSupport operation with upskill sessions as and when required.\u00a0
\n\tAttendance in new hire training sessions to provide insight into quality requirements.\u00a0
\n\tFlexible and creative approach constantly looks for improvements.\u00a0
\n\tWork with the Management Team to ensure quality performance trends and continuous improvement actions are properly communicated.\u00a0
\n\tPublish weekly quality reports identifying overall quality performance and activities for the week including review of accomplishments, performance levels, areas for improvement, and recommends action plans.\u00a0
\n\tManages time effectively and meet agreed deadlines.\u00a0<\/p>\n
Essential skills\u00a0<\/p>\n
\tMatric \/ NQF Level 4.\u00a0
\n\tExperience of call monitoring, either as an agent or assessor -within international collections environment is essential
\n\tExcellent interpersonal skills, able to communicate effectively at all levels.\u00a0
\n\tExcellent analytical\/problem solving, communication and administration skills.\u00a0
\n\tBrings insight and expertise to meet\/exceed client quality expectations.\u00a0
\n\tConsistently strives to exceed customer expectations in the area of quality performance objectives.\u00a0
\n\tComputer literacy including working knowledge of word processing, database software applications and Internet.\u00a0
\n\tActs decisively, manages time effectively.\u00a0
\n\tFlair for detail; organised and accurate.\u00a0
\n\tAbility to work as part of a team or on own initiative\u00a0
\n\tA professional manner with a positive attitude.\u00a0
\n\tA committed team player with a flexible approach who is able to work in a fast paced environment\u00a0<\/p>\n
Desirable skills\u00a0<\/p>\n
\tA proven track record in delivering against set objectives in sales, performance, quality and regulatory requirements within a contact centre environment is essential\u00a0
\n\tAbility to demonstrate a high degree of customer service awareness\u00a0
\n\tExperienced coach and developer of Inbound Sales and Service agents leading from the front in demonstrating what good looks like\u00a0
\n\tAbility to train and develop staff<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
huntswood.simplify.hr<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/huntswood.simplify.hr","_company_name":"Huntswood","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"We are Huntswood. The people who put partnership first. A trusted team with the insight, expertise, and pace to create better outcomes for our clients, their customers, and the communities they are a part of. We deliver resourcing, outsourcing and advisory services from complaints to customer ser... read morevice, remediation to resilience \u2013 bringing together the people, processes and knowledge businesses need to succeed. Our ambition is to make a positive difference. It is what Huntswood has done since we opened our doors 25 years ago, and it is what every single one of us strives for today. We ensure the right people are in the right place at the right time \u2013 whether it is our dedicated team of Associates or our Board. Our outstanding track record of delivery, depth of our expertise and flexibility of our approach means we stand with our clients without question - working on their terms to share our insight whenever and wherever they need it. Standing with our clients as the landscape evolves and new challenges arise. Advising in times of change \u2013 offering ultimate flexibility to help clients create value and meet demand with confidence. We are Huntswood. Your trusted partner for better outcomes.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[16],"job-types":[12],"class_list":["post-23029","job_listing","type-job_listing","status-expired","hentry","job_listing_region-kwazulu-natal","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/23029","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=23029"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=23029"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=23029"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}