Job Description
Role Purpose
To enhance the customer experience journey by quality assessing call centre interactions (calls, email, chat, other), enable low-risk and zero-surprises BAU and producing reports which tells the story of the customer experience journey.
Actively engage stakeholders for information sharing purposes regarding quality findings and trends.
Contribute towards Continuous Improvement initiatives to improve compliance, processes, systems and skills.
Qualifications Required
Essential
· Matric/Grade 12 Certificate
Preferred
· Continues Improvement e.g. Yellow Belt Six Sigma. External: Lean or Six Sigma
· ISO 9001:2015
Experience Required
Essential
· Minimum 18 months’ experience as a Contact Centre Quality Assessor.
· Computer literacy (MS Office) at an intermediate to advanced level - particularly MS Excel.
Preferred
· Quality assessment experience
· Contact Centre experience