Western Cape, South Africa
Key Responsibilities:Execute business coaching principles diligently and effectively in line with EX and CX standardsEnsuring that the daily, weekly, and monthly productivity targets are met according to the department’s SLAMeasure adherence to compliance by ensuring fair and minimal variance against the relevant legislationEnsure reports and trends are compiled accurately in line with the specific portfolioProvide feedback on quality related issues and training needs to the relevant stakeholdersConduct monthly QA communication and calibration session with operational stakeholdersIdentify opportunities and provide recommendations for quality and business process improvementsConduct coaching and counselling accordingly in line with departmental requirements and internal operations support and standardsApply coaching for performance principles in all operational interactions Qualifications and Experience:1 year QA experience in a contact centre environmentWorking experience with voice logging systems Skills:Intermediate MS Excel skillsExcellent written and communication skillsStrong numerical and analytical skillsBusiness coaching experience advantageous Behaviours:Conveys information and communicates ideas in a clear, concise and impactful mannerUnderstands, anticipates, and meets the needs and expectations of customersTakes accountability and ensures others are held to account on agreed upon performance targetsInterprets 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
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JOB INFOJob Identification1112Posting Date2024/04/24, 14:53Apply Before2024/05/01, 14:52Job ScheduleFull timeJob ShiftDayLocations West Street, Parow East, 7500, ZA