Netflorist : Call Centre

Location: Johannesburg, Waterfall
Company: Netflorist

Who we are looking for?

We are looking for a motivated and experienced call centre QA specialist who has strong analytical and Customer Service experience. The core job function is to evaluate calls and all correspondence on Digital Channels to ensure it is up to the required standards. ensuring consistent delivery on the QA program. Act as a catalyst for change and improvement in performance of quality

Requirements
Two+ years’ experience in similar role or adequate experience and understanding pertaining to Quality Assurance
Familiar with QA concepts and methodologies within a contact centre environment
Experience/ knowledge with implementation of QA Corrective action methods
Well versant with on-line learning methods and tools.
Above average Microsoft Office Tools capabilities: Excel, Word, PowerPoint etc
Assist in planning and creating new coaching strategies
Assist with coaching to ensure outliers meet the minimum requirements
Passionate about customer service and quality assurance
Competencies
Pay particular attention to detail, adhere to good governance and implement controls
Have great analytical, problem solving and excellent interpersonal skills
Take initiative and can easily identify and mitigate risk
Have superb communication skills (verbal and written)
Versatile, creative, flexible and be able to work in an omnichannel environment
Proactive and can work under minimal supervision but also a team player
Able to lead, coach and manage Agent performance
Evaluating calls, critically assessing all correspondence on Digital Communication Channels in the company
Effectively, implementing intervention strategies to improve quality of service and improve performance
Identifying areas of development, leading, coaching and management of individual/team performance satisfy customer needs
Be up to date with latest trends, technology, regulations and industry information
The building and maintenance of good business relations and direct collaboration with various departments within the company
Drive the adoption of good practice and conduct within the business
Produce relevant reports, analyze and share insights
Effectively introduce activities that will drive the adoption of good behavior and meet the required level of QA standards Boxes to tick
People management skills and Customer Service are a prerequisite
Proficient in Microsoft Office
Good presentation skills

Apply by email
Lerato@netflorist.co.za

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