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    Call Centre Quality Controller - United Kingdom - JSE Limited

    JSE Limited
    JSE Limited United Kingdom

    1 week ago

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    Description

    The Quality Controller will be responsible for overseeing a team of consultants quality output to achieve the stipulated Services Levels/Customer Service Index and updates of shareholder records in accordance with the agreements and will report directly to the Contact Centre Team Leader.

    • Ensuring that the Contact Centre Maintains the Service Level Agreement of 80 percent of all calls answer within 20 seconds
    • Ensure that daily trades are checked and submitted accurately at end of day without any delays
    • That Trades / Purchases balance against Fortress/Insta & SharePoint
    • Conduct "On the job" coaching of individual Call Centre Consultants
    • Assessment of recorded and live calls for agents
    • Ensure the Call Centre maintain above 80% Quality Score every month with all agents:
      • Random assessments of all written communication to customer
      • Compile daily/weekly/monthly QA report
      • Communicate all training required based on call findings to the Team Leader
      • Side by side coaching – observation of telephone etiquette
      • Record findings and supply immediate feedback to Call Centre Consultants, Team Leaders and Managers
      • Conduct on the job coaching to rectify areas of development identified
      • Identify and track possible trends
      • Reporting of QA results and ensure correct filing is done per Call Centre Agent.
      • Compile daily/weekly and monthly assessment statistics per Call Centre Consultant
      • Communicate immediate and critical training gaps identified
      • Give input into training programs for Call Centre Consultants
      • Manage & attend all systems and soft skills training
      • Assist with ADHOC duties as requested by Manager
      • Ensure adherence to workflow processes and procedures are met
      • Monitor and report on Consultant performance on a daily/weekly/ monthly/quarterly basis for agents KPA to be updated.
      • Identify and report on trends picked up
      • Monitor and Coach Consultants on quality of their work
      • Ensure daily/weekly and monthly calls targets are met-number of calls assessed daily and QC Tick sheet filled out accordingly
    • Matric
    • Relevant call center experience in Customer Services or QA
    • 2 Years plus experience within a Call Centre environment
    • Good Knowledge of Microsoft Excel
    • Ability to work under pressure and is deadline driven
    #J-18808-Ljbffr
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