Vacancy Advertisement
Applications are invited from suitably qualified, innovative, self-driven and results oriented self driven individuals for the following vacant position.
CALL CENTRE QUALITY ASSURANCE OFFICER
WE ARE STILL MAKING CVs FOR P100. COVER LETTERS FOR P50
Pay with FNB EWallet to 76981238 or Orange Money on number 76981238
Whatsapp us on +26776981238
JOIN US ON OUR WHATSAPP CHANNEL HERE
Main Purpose of the Job
Reporting to the Call Centre Manager, they will be responsible
for ensuring the proper running of the Call Centre
Core Areas of the Job
- Contribute towards the formulation and development of the Departmental strategy with the day-to-day operations in the call centre.
- Contributes to the formulation of training needs by providing call centre with accurate information that enables them to identify the right programs for upskilling the call centre staff
- Support call centre operations by providing accurate information on call standards, which will be used to make decisions that, can increase efficiencies in the business.
- Implement processes for quality assurance and management of risk.
- Measure call centre performance and facilitate the business strategic objectives and requirements
- Observes and provides call performance feedback and trend data to team leaders, supervisor and/or agents.
- Maintains the relevant documentation of all performance monitoring activities
- Summarizes and collates case related information where necessary for attention of the supervisor
- Helps maintain company service levels
- Ensures application of relevant call centre policies and procedures
- As required but no later than 24hours after occurrence, discuss service failure with the Call Centre Supervisor and agrees to appropriate action to be taken
Competencies & Skills
- Excellent communication skills
- Good command of both English & Setswana
- Customer Focused
- Critical decision making
- Interpersonal sensitivity
- Planning and organizing
- Supervisory skills
- Customer Focus
- Self-motivated & Team Player
- Computer literate
Qualifications and Experience
- Degree/Diploma in Marketing, Public Relations, Business Management or related field.
- Customer Service Certificate will be an added advantage
- Minimum of 5 years call Center experience with Team Leader responsibilities
More Information
-
JOB APPLICATION DETAILS
APPLICATION INSTRUCTIONS:
Applications which include a cover letter, and a resume ONLY should be sent to :
Human Resources Department
Email: [email protected]
Closing Date : 24 September 2021
Note that only shortlisted candidates will be responded to.
Please say that you got this job advertisement through Jobs Botswana
- This job has expired!
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