Jobs at Webhelp SA

Job Advert

• Opportunity awaits a diligent, highly organised and motivated Quality Analyst to join our team in Braamfontein, on an exciting new campaign.
• A critical eye for detail is essential in this role as well as analytical and problem-solving skills. You should have an interest in content and people and should be able to work well under pressure.
• A critical eye for detail is essential in this role as well as analytical and problem solving skills. You should have an interest in content and people and should be able to work well under pressure.
• If you’re a driven, positive and motivated individual, looking to join a well-established company who values their employees then look no further and apply today

What you’ll be doing

• Calibrating evaluations, produce alignment measure and insight
• Providing direct feedback to evaluators to support improvement in alignment, agree SMART action plans, understand progress to plan and measure improvements
• Driving local quality calibration plan
• Conducting site calibration to ensure consistency across the business
• Supporting calibration accreditation initiative
• Supporting academy accreditation
• Completing complaint investigation and transcript requests
• Capturing continuous improvement opportunities and close loop through effective coaching
• Producing actionable insight and recommendations

What you’ll need

• Matric
• Ability to deliver feedback and effective coaching at Team Manager and Operations Manager level
• High level of attention to detail when calibrating evaluations
• Experience of the quality framework or working in a quality assured environment
• Strong facilitation and coaching skills
• Proven track record of achieving targets
• Previous or current quality experience (Advantageous)
• Ability to work nightshift in line with US hours
• Clear credit, disciplinary and criminal records

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Job Advert

• You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off.
• We’re on the lookout for a determined individual who values the importance of team playing and are ready to step up and lead by shining example as a Team Leader in our vibrant cape town office working on an exciting campaign.
• You’ll be joining our fun-loving global community of more than 120,000 passionate people who work across 200 locations in over 60 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.
• In this role as Team Leader you'll manage a team responsible for sales, customer care and technical support, you’ll be motivating, leading and guiding a team of dynamic individuals to reach targets and strive for excellence in customer service.
• The ideal Team Leader has excellent communication skills, a passion for helping others and going the extra mile. We want people who can hear what is not said, people who show empathy and have a contagious positive nature about them.
• We want people who are eager to learn and grow within their career, steering others to strive and give of their best at all times. If you are organised enough to work well under pressure, are highly responsible and can adapt to change while juggling tasks then this is your calling.
• Above all we want reliable, committed leaders who lead by example and are motivated toward success.
• If you’re ready to show off your proven track record of showing up on time, taking on shifts and excellent time management then make your mark by applying today.

What you’ll be doing

• Ensuring that team members perform in line with required sales performance metrics (Customer Service performance metric)
• Managing workload in a timely and effective manner
• Analysing customer feedback data
• Pursuing quality and assurance initiatives
• Producing business insights
• Presenting recommendations for improvement

What you’ll need

• Matric
• Excellent written use of English language
• Minimum 6 months’ experience as a Deputy Team Leader in a contact centre environment
• Minimum 2 years’ previous team management experience
• Excellent communication and listening skills
• Ability to identify problems and find solutions by imparting knowledge
• Analytical, time management, organisation, skills
• PC literacy, fast typing and experience using appropriate software and systems
• Clear credit, disciplinary and criminal records
• Proven performance record of accomplishment
• Clear credit, disciplinary and criminal records