CX Support Engineer - Level 3

To analyze customer interactions and capture the insights into the Genii tool to ensure an independent, objective and neutral collection of data.

Main Responsibilities (including but not limited to):

1. Reduce business risk, improving the quality of call centre agents' engagements, and overall performance.
2. Focus on driving improvements in the customers' experience for both sales and service environments.
3. Highlight issues affecting the customer's experience due to behaviour, business, process and technology.
4. Evaluate recorded customer interactions against the dimensions of customer experience, business process and regulatory compliance requirements.
5. Highlight suspected fraud, risk or non-compliance cases when identified.
6. Attend regular calibrations and undergo internal and external audits to ensure accuracy of data assessed.
7. Capture feedback on Agents performance with reference to the quality of calls assessed against defined evaluation criteria.
8. Capture the identified gaps in current quality delivery and performance.
9. Implement quality related methodologies and initiatives to attain targets and goals.
10. Participate in meetings and presentations or other designated special projects assigned by management.
11. Accurate logging of data to guarantee accurate reporting.
12. Accurate logging of all call evaluations, breaches and alerts.
13. Document all evaluation feedback in the tool provided for statistical purposes.
14. Monitor transactions for assigned client programs.
15. Use appropriate quality forms and definitions for assigned programs.
16. Use quality monitoring tools, systems, and processes as directed.
17. Adhere to monitoring requirements to meet sampling objectives.
18. Consistently demonstrate accuracy in scoring.
19. Participate in internal and client calibration efforts as directed.
20. Maintain knowledge and understanding of assigned client program's products and processes through ongoing training and handling end-user transactions.
21. Identify trends as observed through monitoring efforts, communicate those to management, and participate in proactive discussions.

Required Skills and Competencies:

1. Analytical Ability
2. Independent work ethic required
3. Deadline Driven
4. Attention to Detail
5. Planning and Organizing
6. Oral and Written Communication
7. Initiative
8. Accountability
9. Respect
10. Teamwork
11. Ability to focus and strong concentration skills
12. Computer Literacy including MS Office skills

Required Qualifications, Knowledge and Experience:

1. Matric
2. Some college would be advantageous
3. Minimum 1-year experience as a Quality Assurance Officer