Quality Assurance officer (x2 positions) – Orinoco Call Centre

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Orinoco Call Centre is a citizen owned private company providing outsourced call centre services both inbound and outbound. The company is looking for suitable qualified, self disciplined, experienced and self driven professionals for the following vacant position tenable in Gaborone

Quality Assurance officerX2

Main Purpose of the Job

Reporting to the Operations Manager. The quality assurance officer will be responsible for the achievement of clearly defined quality standards by the call centre, by ensuring that customer interactions are monitored and assessed. Customer Service Representatives are coached/trained where interactions are not up to standard to ensure continuous improvement of people, processes and procedures.

Key Performance areas

• Quality Assurance methodologies and processes
• Coaching and training
• Achieve SLA and Performance Measures
• Client Relationship Management
• Team-work

Qualifications and Relevant Experience

• A Degree in business related field/contact service
• Experience in customer service environment performing a similar role
• Minimum of 3 years relevant experience.

Key Competencies and Skills

• Customer service skills
• Strong communication skills-verbal and written
• Quality management
• Planning and organisational Skills
• Reporting skills
• High work Ethic