About Us:
We’re a world-leading fleet tracking and management company with over 1,750,000 subscribers across 23 countries. We are looking to recruit a Corporate Sales Representative. Our teams are collaborative, vibrant and fast-growing, and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.
Responsibilities
- The QA Supervisor is tasked with coming up with overseeing and driving the Quality Assurance Framework in the Contact Centre.
- Develop and audit quality assurance strategies to ensure the delivery of world-class service.
- Root cause and corrective action plans – assess and review complaints/concerns/escalations and perform root cause analysis and corrective action planning for recurrent issues.
- Support staff to handle escalated issues and provide guidance for better outcomes, Coordinate issue resolution for all levels of escalated issues as per the SOPs.
- Develop action plans to drive improvement (provide baseline statistics and reporting showing the effectiveness of the action plan)
- Monitor and evaluate the team performance for consistency in adherence to company guidelines and provide direct feedback to the Call Center agents regarding strengths and weaknesses.
- Monitor inbound and outbound calls and evaluate agent’s performance concerning the quality of service offered through all channels, provide clear insight into performance drivers and the levers that impact performance.
- Maintain proper documentation of call performance and associated corrective measures as applicable.
- Perform mystery calls to ensure accurate and consistent information delivery to the customers.
- Lead calibration sessions and breakout training sessions as needed.
- Support new hires and ongoing QA training initiatives as needed.
- Lead in designing effective training programs and collaborate with trainers and the QA team to establish a positive team environment that supports and reinforces best-in-class customer service practices.
- Ensure adequate staffing for shifts, leave scheduling and task allocation.
- Make recommendations to management regarding the development of policies, processes and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
- Any other tasks/duties as may be assigned by the Line manager.
Requirements
- 3 years or more experience in an analyst role within customer experience in banking or an established financial institution
- Thorough understanding of Customer experience metrics and data Excellent analytical skills to enable the resolution of unstructured and complex problems.
- Advanced Excel Skills MUST (Excel modules, and big data analysis).
- Contact centre knowledge MUST.
- Professional knowledge of Microsoft PowerPoint.
- Working knowledge and understanding of quality assurance and customer experience concepts
