About the position
ENVIRONMENT:
A dynamic provider of innovative Software & Systems is seeking a Junior Quality Assessor (Call Centre) who will maintain service quality through the monitoring and assessing of calls. You will be responsible for generating data used to inform KPI (key performance indicator) feedback while identifying the development arrears for Service Desk Interns, Systems Technicians and Systems Engineers. Applicants will require Matric/Grade 12, a Quality Assurance / Coaching Certification with 2-3 years’ experience within a Technical Support/ Customer Service Call Centre environment including Intermediate/Advanced MS Excel and MS Word proficiency.
DUTIES:
Call Alignment, Email Review & Rating (30%) -
- Ensure that customer feedback is meaningful, accurate, and correct.
- Audit and rate calls, focusing on telephonic conformance, incident management, and record keeping.
- Record call quality ratings and compile daily, weekly, and monthly reports.
- Compare customer call records against their records and escalate or resolve discrepancies.
- Identify trends in errors and policy non-adherence and spearhead call interventions.
- Promote continuous improvement and champion service quality.
- Review email correspondence from Service Desk Interns, Systems Technicians, and Systems Engineers.
- Rate email conformance and incident management performance.
- Analyse and report on call volumes, call patterns, and staff productivity.
- Report on inefficiencies and inaccuracies and perform quality checks.
- Provide subject matter expertise and recommend operational improvements.
Reporting (25%) -
- Compile reports in accordance with internal reporting protocols and branding guidelines.
- Collate and prepare quality monitoring reports for clients.
- Complete daily performance reports and share them with Team Leaders, Service Desk Managers, and the Head of Department.
- Maintain and distribute weekly and monthly performance reports to the management team.
Customer Service, Service Level Validation & Ad Hoc Analysis (20%) -
- Ensure that client feedback was accurate and time bound.
- Maintain clear, tactful, honest, and professional client engagement.
- Follow through on commitments made to clients.
- Prepare service validation and sign-off reports.
- Sample and assess final telephony SLA status for calls within the applicable cycle.
- Evaluate telephony service-level conformance against contractual obligations for Line 1 and Line 2 teams.
- Compile telephony SLA reports for the Service Delivery Department as required.
Performance Feedback & Training Needs (15%) -
- Provide performance feedback to Team Leaders regarding Service Desk Interns, Systems Technicians, and Systems Engineers.
- Aggregate performance trends and develop initiatives to drive continuous improvement.
- Perform data analysis to inform process improvements, resource allocation, and employee recognition.
- Assess Service Desk Intern, Systems Technician, and Systems Engineer tickets and cases for adherence to internal logging protocols.
- Conduct training needs analyses for various Service Desk teams.
- Respond professionally to customer queries and provide assistance through call transcription and investigations.
- Report on issues of non-adherence and Service Desk transgressions.
Policies & Procedures (5%) -
- Adhere to company policies, procedures, and regulations.
- Comply with reasonable instructions from authorised employees and management.
- Maintain familiarity with relevant policies and procedures applicable to the role.
- Apply internal procedures consistently.
REQUIREMENTS:
- Matric / Grade 12.
- Quality Assurance / Coaching Certificate.
- MS Excel and MS Word - Intermediate/ Advanced.
- 2-3 Years’ experience within a Technical Support/ Customer Service Call Centre environment.
- Valid South Africa ID
ATTRIBUTES:
- Attention to detail.
- Prioritising.
- Agility.
- Initiatives and Self-motivation.
- Interpersonal relationships.
- Professionalism.
- Good written and verbal communication skills.
- Good time-management.
- Technical skills.
Desired Skills:
