Functional Responsibilities:

• Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. 
• Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business needs
• Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data.
• Maintains the files updated for accurate analysis and process improvement / innovation.
• Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics.
• Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
• Calibrations and Call Listening - Prepares in advance to analyze calibration material, and ensures compliance with deadlines. Facilitates and actively participates during discussions to ensure alignment with business, customer experience data, and coaching methodology catering to internal and external customers. Builds a call library that internal or external customers may use for learning sessions, meetings, etc.

Required skills + qualities (technical):

• Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)

Required skills + qualities (non-technical):

• At least 3 years working experience in a call centre and at least 2 years within the quality role with impeccable performance.
• Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communicationskills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision.

Location:

• Woodstock, Cape Town

Salary:

• Market related 

To apply kindly, send your updated CV and supporting documents to info@jai.co.za