Quality Assurance Agent: Customer Service Centre

Description

• A Call Centre Quality Analyst Agent monitors and assesses the quality of customer conversations, across all contact centre channels
• This includes phone calls (both inbound and outbound), emails, live chat conversations etc
• The QA Team leader is also responsible for all training needs within the department

Duties

• Work closely with the team, motivating and coaching them
• Running root-cause analysis to identify knowledge gaps and arrange training
• Ensure training and development plans are maintained for all team members
• To ensure staff is trained appropriately to sell the bank’s products
• Monitoring and assessing agent performance against a set of criteria
• Implementing agent training and coaching initiatives on a regular basis
• Hosting feedback sessions and team meetings, giving feedback to agents on their progress and how they can improve
• Designing evaluation programmes for agents
• Keeping abreast with business developments and new product lines for training purposes
• Identifying and helping to implement tools that will improve agent performance
• Exceed performance targets around Customer Satisfaction and team productivity
• Proactively manage customer issues (compliments and complaints) and act as an escalation point
• Responsible for the management of client relationships by ensuring that clients are handled in a professional manner
• Responsible for the execution of the service plan for the unit
• Responsible for effective and efficient service administration
• Assist Retail with sales campaigns and reaching potential targets
• Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
• Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture
• Administration:
• Collect and compile statistical quality data for performance discussions
• Communicate outcomes of quality activities
• Observing call centre trends and report back to management
• To prepare monthly reports for management on where the contact centre has improved and where it could improve further as well as operations in the contact centre
• Prepares and analyses internal and external quality reports for management staff review
• Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Work with the management team to identify and deliver positive change and business efficiencies
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets
• Providing customer feedback and internal compliance feedback to management
• Ensuring that data analysis and reports are accurate, and feedback provided timeously
• Internal Relationships:
• Working closely with Management and staff across the Capricorn Group
• External Relationships:
• Customers

Requisites

• Qualifications:
• Grade 12
• Postgraduate in Business Administration or Banking
• Experience:
• 4-8 general banking/sales and service experience
• Intermediate to advanced level of computer literacy
• Experience of Contact Centre or any other related qualification is an advantage

Notes

• Only shortlisted applicants will be contacted