Posted on :
12 Jun, 2014
12 Jun, 2014
Reporting
Compile individual and team reports with regards QA performance/ assessment of business success
Trend the information across agents and identify key common issues
Support monthly reward and recognition programmes with relevant reporting
Planning and Organising Skills
Computer Literacy (Advanced Excel & Word)
Report Writing Skills
Analytical and problem solving skills
Communication Skills (verbal and written)
Integrity
Reliable
Inquisitive and probing nature
Result oriented
Pro-active orientation
Resilience
Partnering with Business to reduce waste
Support QA manager in business planning process by identifying which call centre initiatives can be supported by QA team. Translate relevant initiatives
Interact with line management as per agreed format:
Participate in remedial actions as agreed in a set of guidelines as to the role of QA:
Provide input at Supervisory team meetings
Support supervisors with coaching for improvement
Coaching Skills
Knowledge and understanding of:
Policies, procedures & mandates (ABIL)
Call Centre systems
Analytical Skills and problem solving
Planning and Organising Skills
Influencing Skills
Computer Literacy (Advanced Excel & Basic Word)
Communication Skills (verbal and written)
EQ – Inter- and Intrapersonal Skills
Listening Skills
Attention to detail
Integrity
Reliable
Result oriented
Pro-active orientation
Resilience
How to Apply
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