Training and Quality Officer at Ignition Group

Primary purpose:

The Training and Quality Officer works closely with the Quality Assurance Team and relevant internal stakeholders to understand customer service levels, manage risk of not meeting service level agreements and liaising directly with the customer to ensure client satisfaction. This position will independently audit and identify risk within the activities of contact centre teams to ensure compliance within fraud prevention, business rules, and other operational requirements based on Ignition Group policies and procedures.

Key roles and responsibilities:

Auditing:

• Analyses customer interactions, identifying trends, and providing data-driven insights to improve our customer service operations.
• Utilises various tools and techniques to analyse customer interactions, feedback, and inquiries, extracting valuable insights to improve service quality and efficiency.
• Collects and analyses customer feedback, surveys, and reviews to gain a deeper understanding of customer preferences and pain points.
• Prepares investigation schedules, manages calendar, manages own feedback in meetings, facilitates retrieval of information required for audit purposes.
• Prepares audit reports and participates in reviews of reports.

Compliance:

• Remains up to date with operational processes, quality requirements and service level agreements to ensure compliance.
• Provides feedback to relevant internal stakeholders on areas for improvement.
• Participates in quality assurance initiatives by reviewing and evaluating customer service interactions for adherence to established standards and providing feedback to team members.
• Advise team leaders / managers on any critical disciplinary and/or performance matters to be addressed with the agent.

Reporting:

• Creates and maintains reports and dashboards that visualise key performance indicators and provide actionable recommendations for enhancing customer service processes.

Client relationship management:

• Participates in the implementation of quality control measures to monitor and assess customer interactions, ensuring adherence to company policies and service standards.

Requirements

Education, experience and attributes:

Knowledge, skills and attributes:

• The ability to effectively train Promoters
• Own transport  essential.
• The ability to travel across South Africa as & when required
• Energised & excited with the ability to create energy & excitement within Promotors.
• Intermediate computer skills (basic excel, word, e-mail).
• Good verbal and written communication skills.
• Able to discern the material from the immaterial with respect to what is uncovered in findings.
• Accustomed to tight deadlines and able to multi-task.
• High degree of integrity.
• Good listening and interpersonal skills.
• Solid attention to detail.

Education and Training:

• Matric
• Relevant diploma or certification

Experience:

• At least 3 years’ work experience conducting quality assurance audits, preferably in a contact centre environment.
• Experience engaging with multiple stakeholders.