Quality Assurance Consultant

Date Posted:

2012/02/01

Closing Date:

2012/02/07

Province:

Gauteng

Town:

Johannesburg

Reference Number:

#2672

Purpose of Role:

Ensuring good quality standards are achieved to provide an excellent Client Service experience. Call monitoring to provide actionable data to various internal support groups as needed and compile quality reports for Management. This will include:

Listening to calls to assess completed quality assessments to ensure consistency in rating
Participates in design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to management team.
Provides actionable data to various internal support groups as needed.
Participate in call calibration sessions for contact center Team leaders
Provides feedback and coaching to call center team leaders and managers.
Prepares quality reports for management to review.
Create a learning environment characterized by trust and support through constructive feedback
Stay informed regarding latest operational, policy and procedural changes
Evaluate and provide feedbackwith regards to the efficiency of the learning programmes

Requirements:

Grade 12
Ideally an appropriate tertiary level qualification (diploma) in HR will be advantageous
2 years call center experience
Knowledge of Capitec Bank products and processes
Experience in Quality assessment
Systems thinking, with a strong leaning towards the development of people
Strong interest in working with technology
Extensive knowledge of operations department and operational systems used
Knowledge of coaching methods / principles
Excellent oral, written and interpersonal communication skills.
Exceptional listening and analytical skills.
Must be able to communicate in a third official language
Coaching and facilitation skills
Computer skills
Ability to work under pressure for sustained periods of time
High energy, enthusiasm and drive
Own reliable transport and valid driver’s license
Dedication to providing exceptional client service.

How to Apply:

To apply for this position, simply email your CV to the address below.

Jolandi Hough

Work at Capitec Bank

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