Quality Coach - Full Circle Contact Centre Services (PTY) LTD, Western Cape

  • Western Cape
  • Salary: Market Related
  • Job Type: Permanent
  • Posted by Full Circle Contact Centre Services (PTY) LTD on Friday, July 12, 2019
  • Reference: 1581537
  • Apply before Tuesday, September 10, 2019 - 52 Days left

Vacancy Details

Employer: Full Circle Contact Centre Services (PTY) LTD

As a member of the Operations Team, you will need to coach advisors in line with business required outputs through documented processes and reports.

You will be required to facilitate the theoretical training acquired by the advisors into daily outputs that translate into an ‘Excellent Customer Service Experience’ by the client. This should be done in line with all required business targets through reporting and feedback


Required Skills

  • bpo
  • coach
  • Quality coach
  • Call center Coach

Candidate Requirements

  • Monitor, evaluate and provide guidance on email correspondence for exceptional customer services and effective resolution
  • Ensure calibration sessions are implemented and managed effectively
  • Identify areas of strength and development areas for all advisors
  • Deliver feedback, develop action plans and implement changes for continuous improvement
  • Serve as a mentor for the team
  • Track and provide feedback in report format on all coaching
  • Monitor accuracy of all forms and processes
  • Track data quality for Quality Lead
  • Escalate non-compliance when required
  • Other duties as assigned within scope of responsibility
  • Handle all customer financial details such as billing information, credit card details and banking account information with relevant integrity and confidentiality

Knowledge (what must I know): 

 

  • Client and Customer Focus
  • Mentoring and Coaching
  • Ability to work under pressure
  • Planning and Organising
  • Flexibility and Adapting to Change
  • Trustworthy and Honest – having access to customer finance information

 Skills and Abilities (what must I be able to do / display):

 Customer service orientation

  • Excellent coaching, mentoring and support skills
  • Attention to detail
  • Oral and written communication
  • Analysis
Apply before Tuesday, September 10, 2019 - 52 Days left Companies may expire jobs at their own discretion. If you have not received a response within two weeks, your application was most likely unsuccessful.
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About Full Circle Contact Centre Services (PTY) LTD

Capita is a FTSE top 100 company and the UK’s leading outsourcing and professional services company with a history of steady growth and strong financial performance. Capita South Africa has added to Capita’s existing capability with their presence in the BPO sector providing customer service with fully hosted contact centre solutions trusted by global leading brands to transform their customer experience. We have been innovative to stay ahead and continue to add value to our partners as we deliver and transform their business. We have created a safe and professional working environment offering our employees weekly fun activities (employee engagement initiatives), learning and development courses, as well as wellbeing programmes aimed to retain and attract our people.

 

Over the last 12 months we have doubled our client base confidently, showcasing our capability to deliver results in line with the projections agreed at the outset. This has given all our clients the confidence that we can be trusted to service their customers to international standards. This trust has manifested in the approval of further growth for existing clients, as well as helping to enable new business opportunities as a result of our consistent performance and the ultimate offering of a safe pair of hands.