Quality Assessor at TFG (The Foschini Group)

Key Responsibilities:

• Execute business coaching principles diligently and effectively in line with EX and CX standards
• Ensuring that the daily, weekly, and monthly productivity targets are met according to the department’s SLA
• Measure adherence to compliance by ensuring fair and minimal variance against the relevant legislation
• Ensure reports and trends are compiled accurately in line with the specific portfolio
• Provide feedback on quality related issues and training needs to the relevant stakeholders
• Conduct monthly QA communication and calibration session with operational stakeholders
• Identify opportunities and provide recommendations for quality and business process improvements
• Conduct coaching and counselling accordingly in line with departmental requirements and internal operations support and standards
• Apply coaching for performance principles in all operational interactions

Qualifications and Experience:

• 1 year experience in a Contact Centre environment
• Working experience with voice logging systems

Skills:

• Intermediate MS Excel skills
• Excellent written and communication skills
• Strong numerical and analytical skills
• Sound experience in an SDLC and packaged software environment

Behaviours:

• Communicates Effectively
• Ensures Accountability
• Plans and Aligns
• Manages Complexity