The detail:
Feedback to be sourced through call audits, and systems research and audits, and will provide trend or anomaly insights, based on analysis of:
Meeting of SLA requirements, and deadlines, specific to project requirements.
Accuracy in reporting of dialer behavior issues as indicated in company compliance policies and procedures.
Independently prepares and submits reports of results.
Prepare, presents, discusses, and communicates accurate report findings with senior management.
Prepares investigation schedules, manages calendar, manages own feedback in meetings, facilitates retrieval of information required for audit purposes.
Audits
Prepare audit reports and participate in reviews of reports.
Set up meetings to review audit reports with the business.
Pre-audit data/information requirements for upcoming audit engagements.
Requirements
Are you this person?
Do you have a Matric and/or tertiary qualification?
Are you willing to work flexible shifts, dependent on operational requirements?
Do you have a minimum of 2 years QA experience in a Call Centre environment?
Do you have QA Audit and coaching experience?
Are you a MS Excel fundi? (Pivots, v lookups, formulas)
Are you as fanatical about attention to detail as we are?
Target and results-driven, excellent communicator (English) and listener, good time management and patience – does this sound like you?
Click Here To Apply