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  • Posted: Jun 15, 2017
    Deadline: Not specified
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    Webhelp South Africa, Customer Experience Innovators We believe that creating a better customer experience delivers improved revenues, reduced costs and more loyal customers. That's why our blue-chip clients trust us to deliver excellent experiences to their customers. Established in 2013, we have 2 experience centres in South Africa with ambitions to grow...
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    German Speaking Quality Calibrator

    Job description

    We are seeking to employ a German Speaking Quality Calibrator to measure and improve evaluator alignment to our quality standard to ensure they are correctly evaluating interactions to the current quality standard.

    ACCOUNTABILTIES & DELIVERABLES

    • Calibrate evaluations, produce alignment measure and insight.
    • Provide direct feedback to evaluators to support improvement in alignment, agree SMART Action plans, understand progress to plan and measure improvements.
    • Drive local quality calibration plan
    • Conduct site calibration to ensure consistency across the business
    • Support Calibration Accreditation initiative
    • Support Academy Accreditation
    • Complete complaint investigation and transcript requests
    • Capture continuous improvement opportunities and close loop.

    PERSON SPECIFICIATION

    • Minimum of 12 - 24 months experience in a Coaching or Calibrator role
    • Minimum of 12 months contact centre experience
    • Experience working in a fast paced Business Process Outsourcing Industry (Highly Advatageous)
    • Self-motivated and able to work independently
    • To be able to deliver feedback at Team Manager level
    • Maintain a high level of attention to detail when calibrating evaluations
    • Produce actionable insight and recommendations
    • Successfully influence key stakeholders (Team Manager, Trainer, Operations Managers)
    • Strong facilitation and coaching skills

    Method of Application

    Interested and qualified? Go to Webhelp SA on www.linkedin.com to apply

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