Airport Call Center wanted urgently: Salary R10 840 per month

City of Johannesburg, Gauteng
R10 840 a month

This individual will assist in developing, creating and implementing call center quality processes and procedures.

Some of the key specific duties include:

Design call monitoring formats and quality standards
Perform quality check and audits of inbound and outbound calls to ensure adherence to policies procedures e.g., quality, accuracy and timeliness and high level of customer service
Uses quality monitoring data management system to compile and track performance at team and individual level
Coordinates and facilitates call calibration sessions for call center staff
Identify and monitor trends and quality risks and serve as a resource regarding quality concerns or issues
Identify training needs, design training manuals and coordinate training of call center agents
Provides feedback on quality review to call center supervisors team leaders and managers
Coaches Call Center agents on work procedures including but not limited to proper call handling and maintaining call quality standards
Prepares, analyzes, and presents quality reports to management
Performing other tasks as directed by company management…

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Source: Indeed