Junior Quality Assessor (Call Centre) (CPT Onsite) at Datafin Recruitment

ENVIRONMENT:

• A dynamic provider of innovative Software & Systems is seeking a Junior Quality Assessor (Call Centre) who will maintain service quality through the monitoring and assessing of calls.
• You will be responsible for generating data used to inform KPI (key performance indicator) feedback while identifying the development arrears for Service Desk Interns, Systems Technicians and Systems Engineers.
• Applicants will require Matric/Grade 12, a Quality Assurance / Coaching Certification with 2-3 years’ experience within a Technical Support/ Customer Service Call Centre environment including Intermediate/Advanced MS Excel and MS Word proficiency.

DUTIES:

Call Alignment, Email Review & Rating (30%) –

• Ensure that customer feedback is meaningful, accurate, and correct.
• Audit and rate calls, focusing on telephonic conformance, incident management, and record keeping.
• Record call quality ratings and compile daily, weekly, and monthly reports.
• Compare customer call records against their records and escalate or resolve discrepancies.
• Identify trends in errors and policy non-adherence and spearhead call interventions.
• Promote continuous improvement and champion service quality.
• Review email correspondence from Service Desk Interns, Systems Technicians, and Systems Engineers.
• Rate email conformance and incident management performance.
• Analyse and report on call volumes, call patterns, and staff productivity.
• Report on inefficiencies and inaccuracies and perform quality checks.
• Provide subject matter expertise and recommend operational improvements.

Reporting (25%) –

• Compile reports in accordance with internal reporting protocols and branding guidelines.
• Collate and prepare quality monitoring reports for clients.
• Complete daily performance reports and share them with Team Leaders, Service Desk Managers, and the Head of Department.
• Maintain and distribute weekly and monthly performance reports to the management team.

Customer Service, Service Level Validation & Ad Hoc Analysis (20%) –

• Ensure that client feedback was accurate and time bound.
• Maintain clear, tactful, honest, and professional client engagement.
• Follow through on commitments made to clients.
• Prepare service validation and sign-off reports.
• Sample and assess final telephony SLA status for calls within the applicable cycle.
• Evaluate telephony service-level conformance against contractual obligations for Line 1 and Line 2 teams.
• Compile telephony SLA reports for the Service Delivery Department as required.

Performance Feedback & Training Needs (15%) –

• Provide performance feedback to Team Leaders regarding Service Desk Interns, Systems Technicians, and Systems Engineers.
• Aggregate performance trends and develop initiatives to drive continuous improvement.
• Perform data analysis to inform process improvements, resource allocation, and employee recognition.
• Assess Service Desk Intern, Systems Technician, and Systems Engineer tickets and cases for adherence to internal logging protocols.
• Conduct training needs analyses for various Service Desk teams.
• Respond professionally to customer queries and provide assistance through call transcription and investigations.
• Report on issues of non-adherence and Service Desk transgressions.

Policies & Procedures (5%) –

• Adhere to company policies, procedures, and regulations.
• Comply with reasonable instructions from authorised employees and management.
• Maintain familiarity with relevant policies and procedures applicable to the role.
• Apply internal procedures consistently.

REQUIREMENTS:

• Matric / Grade 12.
• Quality Assurance / Coaching Certificate.
• MS Excel and MS Word – Intermediate/ Advanced.
• 2-3 Years’ experience within a Technical Support/ Customer Service Call Centre environment.
• Valid South Africa ID.

ATTRIBUTES:

• Attention to detail.
• Prioritising.
• Agility.
• Initiatives and Self-motivation.
• Interpersonal relationships.
• Professionalism.
• Good written and verbal communication skills.
• Good time-management.
• Technical skills.