Job Summary

Quality Service Consultant (QA) is responsible for assessing the quality of the performance of our call centre associates who deal with our existing and potential customer. The QA will monitor inbound and outbound call and emails responses to evaluate the behaviour, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call centre quality processes and procedures; as well as making recommendation for enhancements to training materials as needed.

Job Description

Inbound & Outbound STAFF

Responsible for the control, direction, and motivation of staff. Includes performance contracts and training programmers.
Control of workflow within their area to maintain service levels.
Identify any training needs for each agent and communicate to Management.
Staff leaves Reports
Assist Management on close coaching of direct reports.

ADMIN/CONTROL

Responsible for all Management Information reporting on Key Performance Indicators within their department
Analysis of Key Performance Indicators to improve service levels, call volumes and staff scheduling
Day-to-day management of Service Quality performance against agreed SLA’s
Responsible for risk and governance issues relating directly to work done on the ground

PLANNING

Agree targets with Contact Centre Management then implement and maintain.
Support the Contact Centre Management in the development of strategic plans for the Customer Service.
Responsible for major re-prioritizing or organization in response to unexpected changes to workload.

OPERATIONAL

Implement changes to processes to improve productivity (continual process optimization)
Ensure compliance with statutes relating to department (Policies and procedures are adhered to)
Build a network of contacts within Operations to ensure that service delivery issues can be quickly resolved

Education

Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)