Call Centre Quality Assurance Officer

CALL CENTRE QUALITY ASSURANCE OFFICER REF NO: 259/2015 (12-month contract) Directorate: Office of the Chief Director: Marine Resources Management This is a re-advertisement. Those who applied previously are encouraged to reapply)

SALARY : R196 278 per annum

CENTRE : Cape Town

REQUIREMENTS : A 3-year tertiary qualification with extensive 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 2864