HOMECHOICE:Quality Assurer OPPORTUNITY

• Preparing probation packs for new starters

 

• Monitoring weekly agent calls

 

• Providing weekly coaching feedback to agents

 

• Conducting mini audits on calls and provide feedback to relevant parties

 

• Providing feedback to supervisors on agent quality scores, coaching and mentoring

 

• Ensuring adherence to internal systems, policies and procedures

 

• Communicating feedback timeously to manager with regards to non-adherence from agents

 

Requirements

Requirements

• Grade 12/Matric or equivalent

 

• Criminal and credit clear

 

• One year call centre experience in a coaching or quality assessor environment

 

• Effective communication and report writing skills

 

• Working knowledge of performance management process preferably

 

• MS Excel experience

 

• Fluent in at least two languages of which one must be English

 

• Ability to work shifts, weekends and public holidays

Competencies

• Ability to work under pressure

 

• Attention to detail and analytic ability

 

• Time and self- management skills

 

• Self-motivated with positive attitude

 

• Good coaching skills

 

• Ability to use initiative

Posted on 21 Apr 07:49