Contact Centre Quality Assurance Officer

To maintain a high and consistent level of service quality across the Contact Centre regardless of the Customer Service Assistant engaged or channel utilized by the Customer. Ensuring that every Customer interaction with our Customer Service Personnel or channel continuously generates positive Customer
experience.

Role Qualification:

Academic/Professional:

• BSc/Degree from a reputable Tertiary Institution.
• Relevant postgraduate (MSc, MBA) and/or professional qualification (ICSRM, CCSP etc) would be an added advantage.

Work Experience:

• Minimum of 2-3 years of direct work experience in a Customer Service environment.
• Experience in Contact Centre management – pre-call planning, call control / handling, email handling, call and email etiquettes and time management

Key Responsibilities:

• Maintain and develop internal documents to support the Contact Centre quality standards.
• Review a subset of the Customer interactions documented or recorded across all channels.
• Discuss and explain performance feedback to Customer Service Assistants individually and regularly at monthly meetings.
• Provide daily, weekly, and monthly activity reports to the Contact Centre Manager on the performance of all Customer Service Assistants across all channels.
• Complete special projects as required from time to time.
• Help Customer Service Assistants improve their performance with specific recommendations and constant support.
• Train new Customer Service Assistants and assess performance after a stipulated period.

Required Skills and Competencies

• Ability to take over, handle and follow through on highly sensitive work-related issues via appropriate channel.
• Exceptional verbal communication and very good interpersonal skills.
• Supervisory skills – Ability to train and manage team members within a team.
• Experience in customer relationship management.
• Ability to use MS office tools (MS Word, Excel, and PowerPoint).
• Strong problem solving and decision-making skills.
• Propensity to champion initiatives.