Key Outputs

Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organization’s mission and strategy
Monitor and evaluate touchpoint representatives where possible
Provide feedback to representatives with regards to their quality performance
Complete feedback sheets
Identify and escalate training needs
Report Deviances from Standard Operating Procedures to Supervisors
Coach CSRs
Managed conflict related to QA Audits.
Evaluate and recommend processes and procedures of Operations Divisions
Conduct trend analysis
Develop and Maintain evaluation criteria
Handle escalated queries
Manage and monitor QA system
Identify and contribute to quality initiatives –Ops delivery
Prepare quality reports
Regularly report to the various functional teams on employee performance evaluations
Specific to observations conducted through quality monitoring and screening activities.
Trend Analysis
Developed and maintained evaluation criteria
Researched quality standards
Documented gaps identified from QA evaluations in CDI ratings vs. QA ratings

Requirements

COMPETENCIES & EXPERIENCE

Minimum first degree in social sciences or a business related field
An additional focused Call Centre qualification and/or Diploma in Customer Services Management will be an added advantage
3 years of working experience at the Call Centre or in the Service Industry with some supervisory level experience
Experience at technology oriented service firms; Mobile telephony, BPO call centres, etc.will be an added advantage
Excellent interpersonal skills
Ability to motivate to produce results