Call Centre Quality Assurance Officer Vacancy

CALL CENTRE QUALITY ASSURANCE OFFICER REF NO: 259/2015
(12-month contract)
Directorate: Office of the Chief Director: Marine Resources Management
SALARY : R196 278 per annum
CENTRE : Cape Town

REQUIREMENTS : A 3-year tertiary qualification in Customer Service Management or Call
Centre Management or related field. Experience in a call centre or customer
service environment. Supervisory experience in a call centre or customer
service environment. Knowledge of and the ability to apply the Batho Pele
Principles. The ability to work with difficult clients and resolve queries.
Relevant experience in dealing with stakeholders (both internally and
externally). Reasonable knowledge of the Marine Living Resources Act, 1998
(Act No18 of 1998), the Promotion of Access to Information Act, 2000 (Act No
2 of 2000), Public Finance Management Act, 1999 (Act No 1 of 1999) and
Protection of Personal Information Act, 2013 (Act No 4 of 2013). The ability to
work under pressure. Good communication, interpersonal, planning and
organising skills are a necessity. Computer literacy in MS Office Software.

DUTIES : Ensure that Fisheries Rights Allocation Process (FRAP) Call Centre staff
provide excellent customer service when speaking with clients. Develop,
implement and manage Call Centre standards and guidelines. Ensure the
continuous development of Call Centre staff to ensure staff are
knowledgeable and updated on related matters. Ensure that the conduct of
staff is always courteous and professional. Develop a checklist to determine if
the personnel handle calls according to the set standards and guidelines.
Continuously evaluate calls and provide feedback in order to enhance the
quality of the calls. Monitor incoming calls and ensure that customers are
referred promptly and correctly in terms of prescripts. Supply basic
information to customers regarding the Department’s services. Compile and
present reports on the performance of the Call Centre. Supervise and assess
FRAP Call Centre personnel.

ENQUIRIES : Mr Q. Mketsu tel. (021) 402-3018/3037

APPLICATIONS : [email protected] or fax: 086 762 2951