To monitor and improve the quality of customer interactions by conducting quality assessments, identifying performance gaps, and providing effective coaching and feedback. The role supports employees in meeting quality, compliance, customer service, and performance standards through ongoing coaching, mentoring, and performance improvement initiatives.
Key responsibilities:
- Quality Assurance Oversight
- First call resolution
- Data Quality Management
- Operational Support and Compliance
- Manage customer centricity (Treating Customers Fairly)
- Team Human Resource management
- Effective self-management and teamwork
Requirements
Education & Experience
- Matric certificate with at least 2 years’ experience in quality assurance, customer service, sales, coaching, or performance management.
- A coaching or mentoring qualification/certificate will be an advantage.
- Experience in conducting quality assessments, identifying performance gaps, providing constructive feedback, and implementing improvement actions.
- Experience in monitoring customer interactions and ensuring compliance with company standards and procedures
Job competencies
- MS Office proficiency
- Good administration skills
- Ability to manage and maintain confidential information.
- Ability to work independently and as part of a team
- Good report preparation and document management skills.
- Ability to follow policies, procedures and internal controls.
- Professional and customer-focused approach.