Job Description

Role Purpose

To enhance the customer experience journey by quality assessing call centre interactions (calls, email, chat, other), enable low-risk and zero-surprises BAU and producing reports which tells the story of the customer experience journey.

Actively engage stakeholders for information sharing purposes regarding quality findings and trends.

Contribute towards Continuous Improvement initiatives to improve compliance, processes, systems and skills.

Qualifications

Preferred

• Continues Improvement e.g. Yellow Belt Six Sigma. External: Lean or Six Sigma

Experience Required

• Minimum 18 months’ experience as a Contact Centre Quality Assessor.
• Computer literacy (MS Office) at an intermediate to advanced level - particularly MS Excel.