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Job Information
Job title
Quality Assurance Officer (Randburg)
Job grade
Junior
Location / Operation
Customer Interaction Centre - Johannesburg Gauteng South Africa
Department
Customer Interaction Centre
Job reports to
Continuous Improvement Team Leader
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 Reps are coached or trained where interactions are not up to standard to ensure continuous improvement of people, processes and procedures.

Responsibilities

Key Responsibility Areas

Outputs and Accountabilities

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
  • Identify improvement on CIC process and escalate to Continuous Improvement managers
  • Manage all projects from a CIC point of view with support from Continuous Improvement Manager

Coaching and Training

  • Provide input into the performance and training schedule in order to drive continuous improvement in 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 of the Job
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
Minimum qualifications
  • Matric Grade 12
  • A diploma in a business-related field
Competencies / Behaviour

The successful incumbent must have excellent skills and behaviours in the following areas:

  • Display a passion for customer service, customer satisfaction and exceeding customer expectations.
  • Demonstrate initiative in follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
Behavioural attributes
  • Strong communication skills with superior listening skills
  • Show commitment to team work and a willingness to go the extra mile to achieve team objectives.
  • Drive excellent working relationships with clients, peers and management
  • Motivated to invest in self-development and career development to enhance customer orientation skills and build a career with Blue Label
Special conditions or requirements of the Job
  • The successful incumbent will need to have or quickly grow their knowledge of Blue Label systems, policies and procedures
Closing date for applications
Wednesday, 13 February 2019

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