As our new Junior Telephone Quality Controller Administrator (TQC), you will lead the way in evaluating and raising the quality bar of our team play. The overall objective is to analyze our team’s performance from a quality perspective. You will provide analysis, findings, feedback and recommendations on ways to improve our level of customer service, raising and keeping it up to leading global brands’ expectations.As our new Junior Telephone Quality Controller Administrator (TQC), you will lead the way in evaluating and raising the quality bar of our team play. The overall objective is to analyze our team’s performance from a quality perspective. You will provide analysis, findings, feedback and recommendations on ways to improve our level of customer service, raising and keeping it up to leading global brands’ expectations.
Key Performance Areas
Monitoring and auditing of Voice Recordings daily, extracting training requirements for service, product knowledge and etiquette.
- Implement and Monitor the TQC process.
- Conduct all assessments.
- Trend Reviews.
- Preparation of statistics on a daily, weekly and monthly basis.
- Provide detailed reports on a daily, weekly and monthly basis.
- Report back to relevant department Managers and monthly feedback to Management
- Provide progress reports on System, service and training continuously.
- Liaising with respective Managers who are responsible for formalizing and scheduling training courses.
- Understanding the confidentiality and sensitivity that this position entails
- Coach Staff for TQC/Performance Improvement
- Adhoc tasks as directed or as generated by input and feedback from Directors / Managers dependent on requirement.
Competencies Required
- Mature candidate that has the ability to conduct and drive this position with passion, professionalism and confidentiality.
- Sound knowledge of Geography in South Africa and the world added advantage.
- Telephone etiquette – clear speech and good manners.
- Compilation of reports.
- Should have an eye for detail and is able to identify Process as well as Agent opportunities.
- Demonstrated ability to work well in a team environment.
- Ability to work under pressure and meet deadlines.
- Strong knowledge of English languages is mandatory (written and verbal)
- Bilingual would be an advantage (Zulu and Afrikaans)
- Accurate, organised and able to multitask.
- Excellent communication skills (verbal and written)
- Exceptional listening and analytical skills
- Strong customer services orientation and influencing skills.
- Excellent interpersonal skills.
- Dependable
Qualifications & Experience
- Matric and/or Qualification in Call Centre Management/Quality Control
- 2 to 3 Years’ Experience in Call Centre environment
- Knowledge of IRIS and Genesys.
- Prior experience in travel / hospitality industries customer care is a plus
- Strong knowledge of customer care processes and techniques
- Solid knowledge of MS Office with focus on Excel
- Excellent product knowledge of the First Group Resorts, with reference to the facilities offered by each an added advantage
- CS profile
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