Quality Assurance Supervisor – Customer Care Operations

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Quality Assurance Supervisor – Customer Care Operations

  • Post Date:February 24, 2021
  • Views 228
0 Applications
  • Qualification Degree
Job Description

Please send your CV in word format. Also provide your current salary and benefits details!

Our Client in the ICT sector is looking to fill the above position urgently.

Main Purpose:

Responsible for improving the quality of interactions/engagements with customers by delivering quality assessment and analysis activities that meet the Company and stakeholder requirements, and by ensuring the effective management of the Quality Assessment team.


Customer Advocacy

  • Participate in the calibration and design of touch point monitoring formats and quality standards.
  • Implement customer interaction quality processes and procedures within Retail and Enterprise contact centres.
  • Drive the desirable Contact Centre agent behaviours by monitoring content of interactions across all relevant customer contact channels to evaluate agents’ demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures
  • Participate in the calibration and design of touch point monitoring formats and quality standards.
  • Participate in customer and client listening programs to identify customer needs and expectations.
  • Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
  • Track key metrics that are directly impacted by quality of interaction.
  • Focus on reducing customer effort by identifying and addressing quality service bottlenecks and invoke positive customer emotions through encouraging memorable interactions.

Quality Assurance Operations Supervision

  • Maintain department reports of Quality Assessment scores and trends at team and individual levels, providing actionable items to internal support groups as needed.
  • Maintain proper documentation of call performance and associated recommended corrective measures as applicable
  • Keep records of customer feedback for customer facing teams

Customer and Stakeholder Management

  • Make recommendations to Customer Experience team leaders and management on knowledge gaps.
  • Identify trends and continuing education opportunities and train customer facing teams.
  • Support new hires and on-going Quality Assessment training initiatives as needed.
  • Revise, update and make recommendations on scripts to be used by Customer Service Representatives
  • Carry out necessary external engagements to stay up to date on Customer Service touch points Quality Assurance standards: inbound, outbound and shops

Process Awareness And Coaching

  • Mentor and coach Customer Service Representatives by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience.
  • Collaborate Quality Assurance Representatives (Quality circle) to establish a positive team environment that supports and reinforces best-in-class customer service practices
  • Ensure that all customer interacting team members are educated on the relevant quality related policies and procedures within the customer service environment.
  • Test representatives’ understanding of the desired action/behavior, as well as agreeing on an action plan to improve on the identified areas of development.
  • Evaluate coaching methods based on Customer Service representatives’ feedback on effectiveness

Team Supervision

  • Monitor and evaluate Quality Assessment agent performance for consistency in adherence to the quality assessment program and provide direct feedback to representatives regarding areas of excellence and areas requiring improvement.
  • Provide agent performance reporting, including statistical analysis and reporting.
  • Manage productivity goals by ensuring that all Quality Assurance Representatives are meeting statistical targets and provide action plans for those that fall below expectations.
  • Manage staffing, scheduling and daily tasks for QA Representatives.

Qualifications and Experience

  • First Degree in relevant field
  • MBA – an added advantage
  • Contact centre and customer service experience in a supervisory Quality Assurance position or the equivalent combination of education and experience.
  • Have proven knowledge of customer service interactions and report generation
  • Proven leadership experience to supervise Quality Assurance Support and Customer Service Centre.
  • Knowledge of performance evaluation and Quality Assurance metrics.

Salary: Negotiable

Email CVs to Mirriam Dzapasi: [email protected]