Quality Assessor at The Foschini Group

About the position

JOB DESCRIPTION

Key Responsibilities:

• Execute business coaching principles diligently and effectively in line with EX and CX standards
• Ensuring that the daily, weekly, and monthly productivity targets are met according to the department's SLA
• Measure adherence to compliance by ensuring fair and minimal variance against the relevant legislation
• Ensure reports and trends are compiled accurately in line with the specific portfolio
• Provide feedback on quality related issues and training needs to the relevant stakeholders
• Conduct monthly QA communication and calibration session with operational stakeholders
• Identify opportunities and provide recommendations for quality and business process improvements
• Conduct coaching and counselling accordingly in line with departmental requirements and internal operations support and standards
• Apply coaching for performance principles in all operational interactions

Qualifications and Experience:

• 1 year QA experience in a contact centre environment
• Working experience with voice logging systems

Skills:

• Intermediate MS Excel skills
• Excellent written and communication skills
• Strong numerical and analytical skills
• Business coaching experience advantageous

Behaviours:

• Conveys information and communicates ideas in a clear, concise and impactful manner
• Understands, anticipates, and meets the needs and expectations of customers
• Takes accountability and ensures others are held to account on agreed upon performance targets
• Interprets and simplifies complex and contradictory information when resolving organisational problems

Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.

Please ensure that your current Line Manager is aware and supports your application