Consultant Quality Assurance - George at Badger Holdings (Pty) Ltd

• The primary responsibility of the Quality Assurance Consultant is day-to-day measurement and analysis of call centre quality performance and customer service practices against established quality and service delivery criteria. Based on these finding recommendations for improvement are made.

Some responsibilities include:

• Monitor call quality to ensure compliance with call centre quality and service standards and procedures as well as Insurance regulations (including but not limited to FAIS, POPI, NCA and Insurance Act).
• Participate in design of call monitoring formats and quality standards.
• Prepare quality performance trend data at team and individual level for reporting to management team.
• Monitor e-mail customer contacts.
• Facilitate call calibration sessions for call centre staff.
• Provide feedback for call centre team leaders and managers.
• Make recommendations regarding tools, techniques or processes that will enhance service quality.
• Perform ‘ad-hoc’ audits as requested by management from time to time.

Requirements

• Matric Certificate
• Ability to process and analyse technical and numerical data
• Excellent verbal, written and listening communication skills
• Strong computer skills including MS Office and basic understanding of data bases