Job Description

•Role Purpose

To enhance customer experience by assessing call centre calls, and producing reports which tell the story of the customer journey.

Actively engage stakeholders for information sharing purposes regarding QA findings and trends.

Contribute towards Continuous Improvement initiatives to improve processes, systems and skills.
•Key Relationships _(Who you will be working with)

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Key Internal Relationships

Operations Managers, Team Leaders, Support Managers, HR, IT, Facilities, Training, BPET and customer facing teams.

Key External Relationships

Campaign stakeholders.
•Qualifications Required**
*

Essential
•Matric/Grade 12 Certificate

Preferred
•Continues Improvement e.g. Yellow Belt Six Sigma
•ISO 9001:2015

Experience Required

Essential
•Minimum 18 months’ experience as a Contact Centre Agent.*
•Computer literacy (MS Office) at an intermediate to advanced level - particularly MS Excel.*

Preferred
•Quality assessment experience
•Contact Centre experience

*
•Behavioral Traits Required (These are behaviors that differentiate the “Good” from the “Great”)

*
•Self-motivated
•Proactive
•Innovative
•Continuous improvement mind-set
•The ability to:
•learn, understand and explain new information and multiple processes quickly
•deal with complexity
•negotiate and influence
•take ownership and deliver results
•A strong customer-service orientation
•Presentation Skills (PowerPoint)
•Effective emotional intelligence (EQ)
•Proactive and resilient
•Professional in appearance and manner

*
•Job-Related Knowledge, Competencies & Skills Required

*

Essential
•High attention to detail and accuracy*
•Exceptional knowledge of customer care process and systems**
•Proficiency in verbal & written English**
•Strong communication and interpersonal skills*
•Excellent working knowledge of MS Word and Excel
•Strong administrative skills
•Excellent presentation skills
•Ability to master new applications quickly
•Excellent organizational, time management and co-ordination skills
•Strong analytical ability and logical thinking style
•High sense of accountability
•Team player
•Goes the extra mile
•Preferred

*
•Knowledge of process improvement methodology.
•Other Specific Requirements**

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•Willingness to work in shifts and on Public Holidays
•Willingness to travel between centers