Quality Assessor

To deliver an advanced quality call listening assessment and reporting service which will support the department inaccurately targeting effective coaching and support of campaigns.
Competencies Required
The Quality Assessor must be able to set the quality standards for incoming and outgoing calls

To display professionalism in all correspondence with internal and external clients/colleagues

To work closely and support all relevant stakeholders

To send work that is accurate, neatly aligned, clear and concise in form of electronic communication

Effective self-management. Displays good organizational skills and time management

Timeous submission of requests. Adhering to deadlines

Managing own learning

Self-development

Up-skill and cross-skill team members

Responsibilities

Review recorded calls with clients and ensure that proper steps were taken regarding completing the call objective(s), documenting all required information and completing administrative tasks required
Provide objective assessment regarding representatives’ compliance of process, and adherence to procedures for calls with customers

Complete the required evaluation forms where required; the evaluation form is a typical checklist provided to the Quality Assessor which covers key areas built into call processes such as; compliance, risk management, client service, and development opportunity

Provide feedback with accurate details to leaders and managers through monitoring practices

Client Management:
Able to build strong relationships with all internal and external functions where necessary and provide value-added solutions to our clients

A resilient approach and able to manage under pressure

Excellent oral and written communication skills

Job Requirements
Required education
: Bachelor's degree

Required relevant work experience
: 2 years

Required languages:
English (Spoken: fluent | Written: fluent)
Mandatory attachments
Please have a scan or photo of these documents ready when you start the application:
Self-prepared CV file
- the employer wants to see a CV that you have prepared yourself
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