Jobs at Ignition Group

Job Advert:

The role:
 

Leaving a legacy starts on day one. We believe that we only get one chance to make a great first impression with our new employees and that every interaction is an opportunity to make the world around us better.  
 

We're looking for a Contact Centre Trainer who will be able to facilitate product soft skills and systems training in a fast-paced contact centre environment so that we achieve both the company and our clients’ business and strategic objectives. 
 

The detail:

Training preparation and facilitation

• Update lesson plans, training material and versions to be used in facilitation of training in accordance with our curriculum, systems and/or product changes.

Be an industry thought-leader

• Constantly look for ways to up-skill and familiarize yourself with business-related developments and enhancements in the industry. Constantly seek ways to improve the training experience and share your ideas with your colleagues. 

Coach and develop new employees and trainees

• Provide additional support to the new agents during the first full month throughout our training phases and into full production.
  Identify development gaps.

• Identify development gaps of trainees and new agents to assist their managers with helping our new employees achieve optimal performance. 

• Provide ongoing feedback to the recruitment team to assist in the improvement of the calibre of future hires. 

Reporting and Assessments

• Conducts and submits Skills gap analysis reports for existing staff as required. Submit daily reports.

• Prepare candidates for tests and assessments. 

We'd love to hear from you if?

• You have completed matric? 

• Are you able to work nightshift?

• Are you able to assess learning outcomes?  

• While a coaching qualification is preferred, coaching experience is essential.  

• Are you qualified as, or interested in becoming, an accredited assessor? 

• Do you have a minimum of 2 years’ previous experience in product, systems and/or soft skills training?   

• Do you have training experience relevant to a contact centre and/or other high volume environment?  

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Job Advert:
Job Advert:

The role:

The purpose of the QA Team Leader would be to set monthly targets with QA Manager and QA Department Manager. To manage the QA Departments campaign function for the Call Centre by providing support to the call centre through optimizing internal processes and interaction with the Campaign management.

The detail:

Manage day to day running of the Designated QA team(all aspects) · Regular performance appraisal and audits with QA agents will be conducted by you, to ensure that QA agents are complaint - weekly reviews to be done and presented to management on a weekly basis and is included in your KPI benchmark. · Daily QA agent productivity targets will be set by your Campaign Manager / Group Quality Manager and managed by you. Advising TL’s, CM’s and other Management on areas of concern with regards to Quality/ Compliance. · Manage attendance, discipline, leave administration and planning, of QA agents allocated to you is required, all documents is to be controlled and collated by you and supplied to QA Campaign Manager / HR for administration. · Maintain discipline within the team, Initiate Disciplinary Action with assistance from HR. · You will be required to implement documented performance management programmes – CDP/PIP. · Coaching on compliance requirements with individual sales agents / teams will be required as need dictates, targets will be set and included in your KPI’s. · You are required to report on, and manage Campaign compliance scoring and ongoing issues noted on your stipulated Campaign from weekly. · As a QA Team Leader, you will be required to perform daily administration of QA allocations, QA ratios are to be managed in accordance with Campaign Specification. · Adhoc functions as instructed by management.We’d love to hear from you if...

- 1-2 years QA experience ·
- Supervisory/ management/ team leader experience ·
- Experience within a call centre sales/ QA environment