Quality Assurance Controller

 

Recruiter:

Marshalls World of Sports

Job Ref:

HR0091

Date posted:

Tuesday, November 29, 2022

Location:

durban north, KwaZulu-Natal, South Africa

Salary:

Negotiable


SUMMARY:
The primary objective in this role is to comply with all mandatory requirements, manage internal and external customers and deliver excellent customer service for the MWOS Group. Your role is to support, The Operational requirement for the SQA’s consists of the following with regards to the new Quality Framework

JOB DESCRIPTION:

 

KEY PERFORMANCE AREAS AND RESPONSIBILITIES

 

Key Performance Area

  • Performance Outputs

Operational  

  • Complete end-to-end agent assessments in order to ensure that the customer’s experience with the Call Centre results in First Call Resolution and Transactional Net Promoter Score (tNPS);
  • Coach and feedback to agents to ensure FCR improvement;
  • Support the Team Leaders and Supervisors with feedback, urgent call traces, trend analysis and other adhoc support functions;
  • Attend Quality Framework calibrations and team meetings;
  • Visit Business partner sites and do side by side call listening and capture process gaps;
  • Perform and report Gap analysis;
  • Publish reports and track progress;
  • Compile reports on analysis completed;
  • Coach QA’s and TL’s within Business unit, found non adherence to the set model;
  • Monitor sampling methodology at the beginning of each month;
  • Fortnightly reviews to check progress and address issues;
  • Knowledge of Telecomms products and services;
  • Developing and implementing standards for inspection;
  • Developing plans to help the company manage waste;
  • Ensuring that standards and safety regulations are observed;
  • Creating training material and operating manuals;

Customer + Relationship

  • Providing excellent, good quality customer service at all times;
  • Ensuring that your workplace is clean and presentable for MWOS customers;
  • Ensure customers are aware of all bet types in order to increase customer satisfaction;
  • Ensure communication skills are excellent in order to provide information to customers clearly and concisely;

Leadership + People

  • Ensuring that breaches in policy is reported to the Assistant/Branch/Regional/HR Manager;

Innovation

  • Make recommendations and suggestions of advertising/marketing opportunities to the Marketing Department;
  • Make recommendations on how to increase performance and branch profit;

KNOWLEDGE, SKILLS AND ABILITY REQUIRED (COMPENTENCY)

COMPETENCY LIBRARY

Technical Competencies:

  • Conflict management skills
  • Coaching and Feedback
  • Problem solving skills
  • Stress management
  • Communications skills – verbal and written is essential
  • Facilitation skills
  • Interpersonal skills
  • Analytical skills to be able to assimilate data from different sources and create actionable insights

CRM Tools advantageous

  • Extensive Knowledge of QC techniques (Call Evaluation, Coaching, Feedback, Data Analysis)
  • Proficiency in MS Word, MS Excel & MS PowerPoint

 

Generic Competencies:

  • Inter and Intrapersonal Skills
  • Communication Skills – written + verbal
  • Problem solving skills
  • Accuracy + Attention to detail
  • Time Management Skills
  • Co-ordination Skills
  • Team Working Skills
  • Professionalism
  • Honesty + Integrity
  • Innovative
  • Patience + empathetic

 

Values

  • Passion
  • Proactive
  • Accountability and Ownership
  • Change
  • Teamwork
  • Service Excellence
     

 Minimum Requirements:

  • Matric
  • A relevant Degree/Diploma or 3 yrs experience in Quality management frameworks
  • 1yr Experience in Business analysis / Business Improvement/ Data analysis
  • Customer Experience methodologies
  • Agile methodology

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.



 

 

 

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