Recruiter/Employer: First Group Management (Pty) Ltd
First Group Management (Pty) Ltd is a leading player in the call center industry, headquartered in Durban. We pride ourselves on delivering exceptional customer service and maintaining a high standard of quality. As an organization, we believe in fostering a collaborative and dynamic work environment where employees are empowered to excel.
Job Position: Junior Telephone Quality Controller
Job Type: Permanent
Salary: Market Related
Benefits: Pension, Bonus
Apply before Nov 30, 2023 | 6 Days left
As our new Junior Telephone Quality Controller Administrator (TQC), you will play a pivotal role in evaluating and enhancing the quality of our team’s performance in the call center. The primary objective is to analyze and improve customer service quality, aligning it with the expectations of leading global brands. You will conduct assessments, provide detailed reports, and contribute to the continuous improvement of our service delivery.
The role of a Junior Telephone Quality Controller (TQC) is crucial in ensuring that a company’s customer service meets or exceeds set standards. This position, typically found in call centers or customer service departments, involves monitoring, assessing, and enhancing the quality of telephone interactions between customer service representatives and customers. Below is an overview of the general responsibilities, skills, and qualifications associated with the Junior Telephone Quality Controller profession:
Monitoring and Auditing: Regularly listen to and review recorded phone conversations between customer service representatives and customers. Identify areas of improvement and evaluate adherence to established protocols.
TQC Process Implementation: Implement and monitor the Telephone Quality Control process, ensuring that it aligns with the organization’s goals and industry best practices.
Assessments: Conduct assessments of customer service representatives’ performance, focusing on service quality, product knowledge, and communication etiquette.
Trend Reviews: Analyze trends in customer interactions, identifying common issues or areas for improvement. Use this information to enhance training programs and processes.
Statistical Analysis: Prepare statistical reports on a daily, weekly, and monthly basis, providing insights into the overall quality of customer interactions.
Feedback: Provide detailed feedback to customer service representatives, department managers, and senior management. Collaborate on improvement plans and strategies.
Progress Reports: Offer regular progress reports on system performance, service quality, and training effectiveness. Communicate with relevant stakeholders to ensure continuous improvement.
Training Support: Liaise with managers responsible for formalizing and scheduling training courses. Provide coaching and support to staff to enhance their performance and adherence to quality standards.
Confidentiality: Understand and uphold the confidentiality and sensitivity associated with customer interactions and the data involved.
Ad Hoc Tasks: Handle ad hoc tasks as directed by directors or managers, responding to evolving requirements and feedback.
Geographical Knowledge: Depending on the organization’s scope, having knowledge of geography, particularly within South Africa and globally, may be advantageous.
Telephone Etiquette: Clear speech, good manners, and a thorough understanding of telephone etiquette are essential.
Report Compilation: Ability to compile detailed reports, identifying both process and agent opportunities for improvement.
Team Collaboration: Demonstrated ability to work well in a team environment and collaborate with different stakeholders.
Pressure Handling: Ability to work under pressure and meet deadlines, especially during periods of high call volume.
Language Skills: Strong knowledge of the English language (both written and verbal) is mandatory. Bilingualism, especially in Zulu and Afrikaans, can be an advantage.
Accuracy and Multitasking: Accurate, organized, and able to multitask efficiently.
Communication Skills: Excellent verbal and written communication skills are crucial for providing feedback and collaborating with team members.
Analytical Skills: Exceptional listening and analytical skills to identify areas for improvement in customer interactions.
Customer Service Orientation: Strong customer service orientation and influencing skills to ensure a positive customer experience.
3. Qualifications and Experience:
Education: A matric certificate and/or a qualification in Call Centre Management/Quality Control.
Experience: Typically, 2 to 3 years of experience in a call center environment.
Technical Knowledge: Familiarity with call center technologies such as IRIS and Genesys.
Industry Experience: Prior experience in customer care, especially in the travel or hospitality industries, is a plus.
Product Knowledge: Solid knowledge of customer care processes and techniques, as well as specific product knowledge related to the organization.
Software Proficiency: Solid knowledge of MS Office with a focus on Excel.
Monitor and audit voice recordings daily, extracting training requirements for service, product knowledge, and etiquette.
Implement and monitor the TQC process.
Conduct all assessments and trend reviews.
Prepare statistics on a daily, weekly, and monthly basis.
Provide detailed reports on a daily, weekly, and monthly basis.
Report back to relevant department managers and provide monthly feedback to management.
Provide progress reports on systems, service, and training continuously.
Liaise with respective managers responsible for formalizing and scheduling training courses.
Coach staff for TQC/performance improvement.
Handle ad hoc tasks as directed or generated by input and feedback from directors/managers.
We are seeking a mature candidate with the ability to drive this position with passion, professionalism, and confidentiality. Key qualifications and skills include:
Sound knowledge of geography in South Africa and the world is an added advantage.
Excellent telephone etiquette with clear speech and good manners.
Ability to compile reports and identify process as well as agent opportunities.
Demonstrated ability to work well in a team environment.
Ability to work under pressure and meet deadlines.
Strong knowledge of English (written and verbal); bilingualism in Zulu and Afrikaans is an advantage.
Accuracy, organization, and multitasking capabilities.
Excellent communication skills (verbal and written).
Exceptional listening and analytical skills.
Strong customer service orientation and influencing skills.
Excellent interpersonal skills.
Qualifications & Experience:
Matric and/or qualification in Call Centre Management/Quality Control.
2 to 3 years’ experience in a call center environment.
Knowledge of IRIS and Genesys.
Prior experience in travel/hospitality industries customer care is a plus.
Strong knowledge of customer care processes and techniques.
Solid knowledge of MS Office with a focus on Excel.
Excellent product knowledge of the First Group Resorts, with reference to the facilities offered by each, is an added advantage.
How to Apply:
Interested candidates should submit their applications, including a detailed CV and cover letter, to [insert email address]. Please include the job reference “#ZDTCQ” in the subject line of your email.
Closing Date: November 30, 2023
Applications must be received by the specified closing date. Late applications will not be considered.
First Group Management (Pty) Ltd
Block 3, Bishops Court, 8 Delamore Rd, Hillcrest, Durban, 3610, South Africa