Quality Assurance Controller

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