Tracker requires the Services of Quality Assurance Coaches in the Call Centre, CX Improvement Department, based in Johannesburg. The candidates will be responsible for ensuring that employees within the organization adhere to quality standards and procedures, monitoring and evaluating the performance of individuals or teams to identify areas for improvement and ensure consistency in delivering high-quality customer experience.

Responsibilities

• Document and evaluate voice and written assessments using agreed scorecard against specified standards, in line with gaps identified in terms of knowledge, Skills and Processes, and document for monthly reporting
• Ensure continuous engagement with agents to build rapport and gather insights into challenges, needs, and potential quality/process enhancements
• In cases where First Call Resolution and Data Quality has not been achieved attribute the cause to one of the following: System, Process, or Tra...