Apply for PG Glass Quality Assurance Administrator
Job Position: Quality Assurance Administrator
Location: Bedfordview
Closing Date: Not Specified
Job Purpose
Monitor, analyze, and evaluate Contact Centre agents’ customer interactions and behaviors to guarantee consistent alignment and compliance with operational rules, as well as discover improvement opportunities that ensure an exceptional customer experience across all engagements.
Duties And Responsibilities
- Continuously monitor, analyze, and evaluate agent behaviours and customer interactions in a disciplined manner to find possibilities for improving sales and the customer experience.
- Establish and uphold quality standards for both objective and subjective indicators, ensuring consistent monitoring and reporting.
- Identify and propose process, system, and behavioral improvements, and assess implementation success to enable continuous improvement.
- Assist, lead, coach, and counsel agents to implement value-added activities and improve detected flaws, assuring consistent quality and minimized waste.
- Monitor Contact Centre and industry trends to find optimization possibilities and increase competitiveness through ongoing skill development.
- Create, develop, and maintain standardized reporting, data analysis, and feedback mechanisms that allow for proactive management of resources, processes, and systems.
Requirements
- Grade 12 (Matric)
- Minimum 4 years’ overall Contact Centre experience
- At least 2 years’ experience in a related Quality Assurance role
Skills And Compitencies
- Contact Centre methodologies
- Customer Service industry principles
- Quality frameworks
- Coaching practices
- Strong problem-solving ability
- Excellent communication skills
- High attention to detail
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