JOB DETAILS

JOB DETAILJob Details

1. Perform call evaluations on business units by conducting call observations,monitoring and evaluating recorded calls and completing side by side call qualityassessments.2. Identify training needs for business units and support with their development andcoaching.3. Monitor the application of and compliance to quality practices and escalate areasof improvement to the relevant stakeholders.4. Assist with the investigation of suspected fraud and/or non-compliance cases.5. Compile and distribute reports requested by the business unit and ensure that allshared folders are maintained and updated.

REQUIRED WORK EXPERIENCERequired

Experience At least 3 – 4 years’ work experience At least 2 years’ experience in a call centre Demonstrate expertise and specialist knowledge Possess problem analysis and solution formulation skills Demonstrate learning and service orientation Display attention to detail