Contact Center - Quality Assurance

Qualification & Experience

• A good university first degree in any discipline
  
• Minimum of 3 years in a bank and/or corporate solutions and/or payment institution. Experience in cards and electronic business will be an added advantage
  

• Coaching and mentoring of direct reports
  
• Carrying out performance appraisals at appropriate times.
  
• Oversee and assist in resolving escalated operational and customer service issues.
  
• Provide day-to-day supervision and guidance of direct reports
  
• Identify individual and group training needs which are promptly addressed through EMS sessions and classroom training.
  
• Ensure all subordinates comply with documented rules, regulations & operational processes.
  
• Compiling, analyzing and distributing statistical and qualitative information relating to the performance and functions of the Contact Center.
  
• Use call recording applications to ensure adherence to set standards on inbound and outbound calls by Contact Center agents.
  
• Ensure Agents are rated based on given criteria.
  
• Report trends relating to all items on the quality evaluation forms within and across the Contact Centre Teams
  
• Monitor, measure and report on the quality of training delivery in the Contact Centre