Quality Controller: CSC

Job Advert Summary

The Quality Controller: CSC is responsible for providing quality customer service to internal and external customers, as aligned with business standards. Monitors and evaluates the quality of inbound and/or outbound telephone calls. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone. May act as subject matter expert.

Support the CSC to improve call quality and customer experience.

• Listen to and review recorded and live calls to assess the quality of customer interactions
• Evaluate calls based on pre-defined criteria, including adherence to scripts, accuracy of information provided, and overall customer experience
• Facilitate QA calibrating sessions with team leaders, telesellers and CSC manager
• Support continuous improvement of QA scores by providing team leaders with information to allow them to coach, train and develop their telesellers
• Facilitate service improvement projects in the CSC
•  Participate in setting of QA objectives for the various CSC functions
• Benchmark Clover CSC standard against Industry

Compile and present reports

• Extract and analyse data from telephony system, and create reports with actionable recommendations for improvement
• Identify trends, provide insights, and implement corrective actions
• Gather accurate customer satisfaction ratings from surveys, and prepare weekly feedback to management
• Prepare and present weekly reports on call quality performance, highlighting trends and areas for improvement

Perform training related functions:

• Determine training needs and facilitate the implementation of the training plans
• Conduct training for new employees and learnerships
• Create and update training material
• Provide constructive feedback to call centre agents on their performance
• onduct one-on-one coaching sessions to help tele sellers improve their skills and adhere to quality standards

• Relevant experience in applying job related concepts, techniques and processes at the required level (6-8 years).
• Business English: Fluent.
• Computer literacy (Intermediate).

BEHAVIOURAL:

• Coach and develop people
• Ability to influence
• Proactive and action orientated
• Maintains high standards

LEADERSHIP:

• Build high performing teams
• Lead and drive change for improvement
• Interpersonal effectiveness

TECHNICAL:

• Administrative capabilities
• Communicates effectively
• Customer orientated