Supervisor: Quality Assurance - Pretoria Verfied

R 21 000 per month Pretoria, Gauteng Pretoria, Gauteng more than 14 days ago 22-03-2017 12:52:01 PM
19-04-2017 12:52:01 PM
Supervisor: Quality Assurance

1. Implement and monitor the QA process (Internal call centres QA)
• Implement the Clients QA processes and monitor the QA targets.
• Monitor the performance of staff with regards to QA.
• Resolve all the departmental complaints
• Gather information on complaints and provide feedback to necessary parties.
• Provide input in compiling call centre scripts and assessments sheets.
• Ensure compliance adherence through quality control and verification

2. Conduct call assessments
• Assess QA agent’s assessments and achieve set assessment target.
• Identify risks, action plans and monitor the progress of these.

3. Reporting
• Compile overall reporting and analysis on QA / production / lead volumes / call ratios and conversion ratios.
• Make suggestions on how to improve overall performance and production of the team.

4. Trend Reviews
• Monitor and conduct internal checks to ensure they comply with Company set QA and compliance standards.
• Investigate unmet percentages / NTU ratios.

5. Coach staff for QA/Performance improvement
• Doing one-on-one coaching with staff
• Doing one-on-one coaching with QA assessors
• Providing staff member and management with a coaching feedback report.

6. Staff training
• Doing objection handling training, or any QA related training.
• Doing all new staff interdepartmental training.
• Overseeing (with the input of the production supervisor) the new staff to ensure they reach set QA / Production targets

Requirements

Education
• Matric
• Qualification in Call Centre Management

Technical/Legal Certification
• RE 5
• RE 1 (advantage)
• Recognised qualification recognised by FSB (Depending on the date of appointment in the industry)

Experience
• 3 Years’ Experience in Quality Assurance in the Insurance Industry
• Call centre Supervisory experience