Quality Assurance Coach (Product Support) - Randburg at Tracker Connect (Pty) Ltd

Job description

•  Perform a minimum of 4 voice communications assessments per agent per month.
•  Perform a minimum of 4 written communication assessments per agents per month.
•  All assessments are to be recorded and scored on the score card against prescribed standard and e-mailed to the Agent and Supervisors once             concluded.
•  Where applicable, recommendations on possible training and coaching interventions to be forwarded to relevant Supervisors and Manager. 
•  Trends and improvement areas are to be highlighted
•  Quality assessor to meet with Product Support Managers and Supervisors on a regular basis to establish a good working relationship and ensure
•      that the needs of the specific area are met.
•  On-going interaction with the agents is required to establish rapport, and to gather information on challenges, needs and possible quality\process
•       improvements.
•  First Call Resolution to be monitored on all voice and written communication and indicated on a monthly report.
•  Trends to be identified and highlighted
•  Where FCR has not been achieved each QA to attribute the cause to one of the following: System; Process; Training
•  Various data quality exception reports to be scrutinized
•  Trends to be identified and highlighted
•  Where Data Quality has not been achieved each QA to attribute the cause to one of the following: System; Process; Training
•  Regular Calibration Sessions held to ensure scoring consistency
•  Problem Areas identified
•  Discuss new ideas and implementation thereof across the area.
•  Monthly reports on assessments and data quality. 
•  Support the team in achieving the departmental service level by monitoring the floor during peak times and assisting the operators with handling
•       emergency calls where necessary
•  Compile Knowledge Assessments once a month in line with Gaps identified in terms of knowledge, Skills and Processes.
•  Support supervisors and to ensure staff comply with all SOP’s. 

Minimum requirements

• Matric
• Minimum of 2 years Customer Service experience
• Above average ability to draft management reports
• Above average knowledge of Tracker processes, systems, and products
• Knowledge of GPS or GSM and RF systems will be advantageous
• Excellent geographical knowledge of South Africa
• Excellent communication skills
• Self-starter with a flexible attitude
• Superior planning and organizational details-attention to details
• Above average knowledge of the SAPS processes on stolen and hijacked vehicles