MAIN PURPOSE OF JOB
To assess and gauge quality levels of the Contact Centre and provide corrective solutions through coaching and training initiatives.
KEY RESPONSIBILITY AREAS
Monitors Contact Centre performance to ensure quality control standards of service/customer satisfaction is achieved. Gather, analyse and report on performance data for the purposes of improvement and keeping relevant stakeholders up to date. Support the Contact Centre Co-ordinator team and Contact Centre Operations. REQUIRED EDUCATION
ESSENTIAL EDUCATION
Grade 12 DESIRED EDUCATION
Contact Centre related qualification Adult Education related qualification REQUIRED EXPERIENCE
ESSENTIAL MINIMUM EXPERIENCE
4 years' contact centre experience contact centre 1 year contact centre training or ...