Call Centre Quality Controller

The Quality Controller will be responsible for overseeing a team of consultants quality output to achieve the stipulated Services Levels/Customer Service Index and updates of shareholder records in accordance with the agreements and will report directly to the Contact Centre Team Leader. Ensuring that the Contact Centre Maintains the Service Level Agreement of 80 percent of all calls answer within 20 secondsEnsure that daily trades are checked and submitted accurately at end of day without any delaysThat Trades / Purchases balance against Fortress/Insta & SharePointConduct “On the job” coaching of individual Call Centre ConsultantsAssessment of recorded and live calls for agentsEnsure the Call Centre maintain above 80% Quality Score every month with all agents:Random assessments of all written communication to customerCompile daily/weekly/monthly QA reportCommunicate all training required based on call findings to the Team LeaderSide by side coaching – observation of telephone etiquetteRecord findings and supply immediate feedback to Call Centre Consultants, Team Leaders and ManagersConduct on the job coaching to rectify areas of development identifiedIdentify and track possible trendsReporting of QA results and ensure correct filing is done per Call Centre Agent.Compile daily/weekly and monthly assessment statistics per Call Centre ConsultantCommunicate immediate and critical training gaps identifiedGive input into training programs for Call Centre ConsultantsManage & attend all systems and soft skills trainingAssist with ADHOC duties as requested by ManagerEnsure adherence to workflow processes and procedures are metMonitor and report on Consultant performance on a daily/weekly/ monthly/quarterly basis for agents KPA to be updated.Identify and report on trends picked upMonitor and Coach Consultants on quality of their workEnsure daily/weekly and monthly calls targets are met-number of calls assessed daily and QC Tick sheet filled out accordinglyMatricRelevant call center experience in Customer Services or QA2 Years plus experience within a Call Centre environmentGood Knowledge of Microsoft ExcelAbility to work under pressure and is deadline driven
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