Jobs at Ignition Group

Description

       Quality Assurance and Assessment

• Listen to, monitor, and assess calls and email responses to provide actionable insights that will improve agent and workflow performance.
• Participate in the design of customer contact monitoring formats and quality standards.
• Use the quality monitoring data management system to compile and track performance at individual and team level.
• Coordinate and review customer contact calibration sessions for contact centre employees to maintain consistency in internal evaluations.
• Proactively identify agent behaviour and workflows that drive sales and improve customer experience.
• Implements investigation schedules and quality assurance audit calendar.
• Analyse all customer service metrics and recommending strategies to improve key performance indicators.

Compliance

• Reference quality standards, ensure agent and process requirements are adhered to.
• Assist with the creation and implementation of contact centre quality processes and procedures.
• Make recommendations for enhancements to training materials to enhance the overall customer experience.

Reporting

• Provide trend data and feedback to relevant internal stakeholders.
• Prepare, analyse and submit internal and external quality audit reports for management review. 
• Prepare and presents accurate report findings with management.

Requirements

Knowledge, skills and attributes:

• Demonstrates good verbal and written communication and customer service skills, dedicated to providing exceptional customer care.
• Exceptional attentive listening and analytical skills.
• Solid knowledge of the organization's products and/or services.
• Familiarity with customer relationship management systems.
• Impeccable attention to detail, strong knowledge of call management operating procedures and response, ability to multitask in a fast-paced environment, good interpersonal skills, adaptability to change, and exceptional product knowledge including key benefits and features.

Education and training:

• Matric
• Bachelor’s degree or diploma in a relevant field advantageous.
• Registration with relevant contact centre and training industry.

Experience:

• At least 2 years working experience as a contact centre agent or within a retail environment providing customer service.
• At least 1 years’ experience in a quality assurance process role.
• Experience working with the MS office suite and related contact centre technologies, including databases.
• Proven experience in a busy customer service or call handling work environment, with frequent people contact, particularly on the telephone, including handling difficult callers and sensitive matters.
• Solid experience facilitating and implementing coaching plans.
• Experience in call management operating procedures and response.

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The role

Employee Experience (EX) exists to create engaged and happy employees that love coming to work.

The EX Data Analyst owns our ‘Voice of the Employee’. They run bi-annual pulse eNPS (Employee Net Promoter Score) surveys and bi-annual engagement surveys. They analyse the data and present it simply so that painpoints and solutions are easily understood.

Data is broken out into Divisions, and sentiment analysis is created. The method in which we run surveys constantly needs to improve, from the way it’s distributed to the way the data is interpreted and presented.

The detail

• Analyze the eNPS results to understand the level of satisfaction and loyalty among Ignitioners. Identify areas of strength and weakness in your organization, and identify painpoints and strengths. Present this to each Executive so they understand how their Division is performing
• Based on the analysis, create an action plan to painpoints and enhance areas of strength. This may involve implementing changes to policies or procedures, providing additional training or resources, or improving communication and collaboration.
• Regularly monitor progress on the eNPS to see if your actions are having the desired effect. If the eNPS is improving, continue to reinforce those positive changes. If it is declining, reassess your strategies and adjust your approach as needed.
• Share the eNPS results with your employees and other stakeholders to demonstrate that you are committed to improving employee satisfaction and loyalty. Use the results to create a dialogue with your employees about their concerns and ideas for improvement.
• Create an automated and slick experience from the current manual process in place. This may be alongside our own technical team, or using an outsourced solution. The business case will need to be put together and presented with full costing and timelines.
• Besides engagement surveys, you will also own and analyse eSat surveys and drive actions within IT, HR, Environments, and other relevant Departments.
• Run any other ad-hoc survey requests that may be needed within the business. Share your expertise on question structure and provide best practise advice before launching the survey.

Requirements

Are you this person?

• You have 3+ years’ experience in the research / survey field.
• Advanced / Expert level of expertise on Microsoft Excel and Powerbi.
• Experience with building dashboards.
• You love data and creating a story out of it.
• Problem-solving & creative solutions come naturally to you.
• Your presentation skills are mastery. You are comfortable presenting facts in a non-emotional way, letting data lead you.
• High quality is in your DNA.
• You are able to listen and leverage data to understand what people really want to make work a better place to be.
• You thrive under pressure.
• A match-maker: you know how to connect people. You intrinsically know how to get people on your side to get the information you need. You also know who the best person to connect with to get the answers you need.
• Comfortable creating journey maps highlighting painpoints, moments of truth, opportunities.
• Strong project management and delivery skills.