Quality Assessor urgently needed: APPLY HERE

Quality Assessor urgently needed: APPLY HERE

Job Advert:

Are you focused on achieving consistent high standards with a meticulous approach to your work? Can you ensure that defined targets are met in line with operational policies and procedures? Are you able to deliver consistent customer satisfaction? This could be your moment to shine as a Quality Assessor.

In this role, you will be required to measure and improve evaluator alignment to quality standards to ensure the efficient and correct evaluations of interactions to achieve the highest quality standards.

Responsibilities:
Performing ‘check the checker’ function on quality assessments completed by First Line Evaluators
Providing direct feedback to Evaluators to support improvement in alignment
Agreeing to and implementing SMART action plans
Understanding progress to plan and measure improvements
Driving the local quality calibration plan
Conducting site calibration to ensure consistency across the business
Supporting calibration accreditation initiative and academy accreditation
Capturing continuous improvement opportunities and close loop through effective coaching
Maintaining a high level of attention to detail when calibrating evaluations
Producing actionable insight and recommendations
Delivering feedback and effective coaching at Team Manager level

Requirements:
Matric
Excellent command of English language
Excellent typing, analytical and time management skills
Advanced computer literacy – MS Office
Business writing, communication and presentation skills
Minimum 6 months’ experience in contact centre environment
Current or previous experience working as a quality assessor or in a quality department
Experience of working with quality frameworks or working in a quality assured environment
Experience of delivering feedback and coaching
Proven track record of delivering results and meeting customer expectations
Ability to cope in a high-pressure environment. Apply Now

Source: ijobs