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Quality Assessor (Cape Town, ZA)

Posted by:

Anga

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On:

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Location: Cape Town

Grade: FL

Who You Are

  • You are a dynamic thinker with a high aptitude for learning
  • You have built credibility within your organisation and amongst your peers
  • You are a self-motivator and self-starter
  • You provide outstanding customer service skills and dedication to providing exceptional customer care
  • You have exceptional listening and analytical skills
  • You have a reputation for being insightful and operating with integrity
  • You have the ability to multitask and successfully operate in a fast paced, team environment
  • You are able to effectively deal with people at all levels inside and outside of the Company

What You’ll Have Done Before

  • 3-4 years Call Center Experience in 3 or more departments.
  • SAP ERP P00 knowledge and understanding
  • SAP CRM Knowledge and understanding
  • Knowledge and understanding of Call Centre and business processes.
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel)

 

Advantageous:

  • Operational Management
  • Bi-lingual – English and African language
  • QA experience

Exciting Challenges You Might Face

  • Functional expertise and leadership to assist management in strategic decision making.
  • Business collaboration and integration to attain performance and organisational goals.
  • Root cause analysis of underperforming metrics in the call centre

What You’ll Be Doing

  • Participates in design of call monitoring formats and quality standards.
  • Focus on quality and customer service
  • Performs call monitoring and provides trend data to management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level. 
  • Performs monitors of customer care email responses.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff. 
  • Provides feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review. 
  • Perform other duties as assigned.

Job Advert Closing Date:  All job adverts close five days after date posted

 

Engen’s approved Employment Equity plans and targets will be considered as part of the recruitment process.

We welcome applications from people with disabilities. Let us know how we can accommodate you to participate in the recruitment process.

 

 

Important Information:

  1. The appointment will be made in line with Engen’s Employment Equity Strategy.
  2. All applications must be submitted to the contact person/ numbers provided & in the manner requested.
  3. If  not submitted by the closing date, your application will automatically not be considered.
  4. Engen does not guarantee that you will be called for an interview or appointed by virtue of your application.
  5. Engen reserves the right not to make an appointment.