Computer Experts Personnel Available Job Opportunity – Apply Now!

Sought after multinational organization requires a Call Centre /Quality Analyst

-MINIMUM 1 year experience as a QA

 

 

 

 

Job Summary: Quality Analyst /Call Centre /CAPE TOWN
Location: Century City

Job Summary:
Duties & Responsibilities:
1. Ability to Mentor agents and give feedback of calls monitored
2. Act as a Subject Matter Specialist
3. Participate in teleconferences and meetings initiated by the customer
4. Escort customers through third party product support
5. Ability to investigate and take action on unresolved cases.
6. Experience in customer service telecom domain

• Good English is mandatory
• Experience handling customers within service/technical fields within Call center environment
• Expert familiarity with and quality review in all departments
• Able to adapt quickly to changes in workflow
• Fair written, verbal, and customer service skills
• Mastery of all customer-communication
• Comfortable communicating with all levels of management
• Fair organizational skills and detail-oriented approach to problem solving
• Demonstrated proficiency in multi-tasking and prioritization
• Clearly demonstrated passion for ensuring the success of culture of excellence and commitment to quality and customer service
• Fair computer skills
• Project management experience to include an understanding of business process improvement methods
• Understand company policies and procedures
•Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc.

Desired Experience & Qualification:
Take ownership of issues and escalations

Support the agents on day to day activities to ensure faster resolution of issues

o Monitoring call, email, chat interactions
o Providing feedback, coaching and mentoring to agents as needed
o Working closely with TLs and agents to meet relevant SLAs
o Delivers just-in-time training to agents on new processes and process changes
o Work closely with Customer to update and implement quality criteria and process changes

Package & Remuneration:
R144k -R120K per annum

To Apply:

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