Quality Audit Coach (International)

About the role:

To support the achievement of the business objectives through managing the outcomes of Quality Audit (QA), in order to ensure ongoing delivery of outstanding Customer Care outcomes for our clients. The Quality Audit Coach plays a key role in identifying quality trends and providing recommendations to the Governance, Risk & Compliance team on process enhancements.

NB: This is a Night Shift role.

Minimum requirements (Qualifications and Experience):

• Grade 12/ Matric.
• Relevant HRD or Educational Training and Development Practitioner qualification (Advantageous).
• 3 years of work experience in a Customer Service Environment.
• 2-3 years' experience as a Quality & Compliance Coach.
• Proficiency in MS Office and Excel.
• Own vehicle is preferred due to International hours and seven-day operation.
• Must have experience (with the flexibility) in working International shifts from South Africa.

Key Responsibilities:

• Monitoring and improving all aspects pertaining to Compliance and Quality across the organisation i.e. processes, systems, training and information.
• Managing the quality control of 30 to 50 Call Centre agents per month by following quality control audits.
• Conducting searches on Citrix to match accounts to Call Centre Agents being audited.
• Auditing accounts by listening, evaluating and assessing calls against information captured on system, as per the quality control sheet.
• Conducting a minimum of 2 quality & compliance call audits per Call Centre Agent on a weekly basis and providing feedback accordingly.
• Documenting quality & compliance findings and drawing up a plan to feedback and coach to the Call Centre Agents.
• Documenting findings from the quality call evaluations for Call Centre Operators onto the quality development plan with specific focus on quality development.
• Drawing up an action plan utilising the quality templates available on the shared drive.
• Compiling an action plan to accompany each development plan which is specific, detailed and related to the quality call.
• Administering quality staff files by preparing files for the Call Centre Operator who will be audited and coached.
• Maintaining and ensuring that all documents relating to the Call Centre Operator are up to date and accurate.
• Saving all quality call audit sheets onto the public folder to ensure tracking, monitoring and evidence for reporting purposes.
• Providing QA reports to the Manager and/or Client within agreed timelines and ensuring that reports contain the required information.
• Updating the audit summary and detail report on a daily, weekly and monthly basis.
• Trend Analysis.
• Collating call audit and coaching documents and submitting to Management as and when the audit is completed and signed off.

Behavioural competencies required:

• Presenting and communicating information effectively.
• Working well with people.
• Adhering to company values.
• Coping with pressure and setbacks.
• Ability to build strong business relationships and networks.
• Delivering results and meeting customer expectations.
• Adapting and responding to change.
• Proven track record of success.
• Excellent Attendance in the last 3 months.

Technical competencies required:

• Proven ability to compile and manage data - attention to detail; data integrity management; confidentiality.
• Report writing using various MS Office applications (i.e. MS Excel, MS Word and MS PowerPoint).
• Quality and Coaching.
• Voice of the Customer (e.g. NPS, CSAT, CES etc.).
• Efficiency (e.g. First Reply, Full Resolution, Comment etc.).