QA Specialist at Clickatell

Job description

Purpose

To provide up-to-date and on-time statistics to ensure the proper management of Service Consultants and Service Manager output, to enable superior customer service within target and budget.

This Includes

• Drive and implement Salesforce consolidation and clean-up process to ensure accuracy of information captured for tracking purpose
• Perform a QA function on all customer interactions via the multi channels

The Key Responsibility Areas

Reporting – Service Centre Consultants:

• Produce daily, weekly and monthly management reports
• Company Standard And Compliance
• Participates in design of customer interaction monitoring formats and quality standards.
• Assist with establishing a monitoring and evaluation template for the Service Centre
• Assist with drafting quality assurance policies and procedures
• Assist the Senior Service Manager with the implementation of the Quality Program
• Assist with establishing set criteria for input and data capture in Salesforce CRM tool
• Uses quality monitoring data management system to compile and track performance at team and individual level against metric template
• Provide reports on individual performance against set metric
• Identify training needs and organize training interventions to meet quality standards
• Performance Metric Monitoring
• Uses quality monitoring data management system to compile and track performance at team and individual level against metric template
• Provide reports on individual performance against set metric
• Identify training needs and organize training interventions to meet quality standards
• Process Improvement
• Together with the Senior Service Manager prepare trend analyses within the Quality performance framework
• Report on and analyse data to identify areas for improvement in the quality system

Requirements

Core Competencies:

• Excellent written communication. Ability to write clear and concise reports, etc.
• Computer literate (MS Office, MS Windows, Internet and email)
• Excellent organisational skills
• Attention to detail
• Self-driven and self-motivated
• Good communicator
• Good interpersonal skills
• Positive outlook on life
• Assertive nature
• Willingness to learn
• Works/performs well under pressure
• Responsible and accountable
• Customer service orientated
• Logical thinker, especially regarding troubleshooting

Experience And Education

• Matric with relevant experience as a Quality Assurance specialist in a Customer Service environment.
• Two years of call centre customer care experience, preferably in a technical environment.
• Excellent oral, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel).
• Intermediate to advanced level of knowledge with Internet technology; familiarity with cable modem technology desired.
• Strong knowledge of QA processes and techniques.
• Demonstrated ability to work well in a team environment.
• Dedication to providing exceptional customer service.

Benefits

• Pension fund
• Group Life
• Medical Aid
• Free Parking