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We are a people-orientated business that provides outsourced contact centre solutions and specialises in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all our people within the business. Our highly engaged environment displays our passion to create a great place for our people to work and it is teamwork that drives our success.

 

REQUIREMENTS:

•  Minimum +1 year Quality & Insights experience (Broadband / + Fibre)
• Clear Credit and Criminal
• Excellent Communication skills
• Experience with coaching and buzz sections
• Must be able to work Australian Hours 

 

COMPETENCIES REQUIRED

•  The Quality Assessor must be able to set the quality standards for our client’s interactions.
• To display professionalism in all correspondence with internal and external clients/colleagues.
• Excellent oral and written communication skills
• To work closely and support all relevant stakeholders.
• To send work that is accurate, neatly aligned, clear and concise in form of electronic communication.
• Effective self-management
• Attention to detail.
• Analytical thinking
• Proficient in MS Office

KEY RESPONSIBILITIES

• Review files completed and ensure that proper steps were taken regarding completing the interaction objective(s), documenting all required information and complete administrative tasks required.
• Provide objective assessment regarding representatives’ compliance of process, and adherence to procedures for interactions with customers.
• Complete the required evaluation forms where required; the evaluation form is provided to the Quality Assessor which covers key areas built into interaction processes such as compliance, risk management, client service and development opportunity.
• Send a Risk/ Coaching/ Recognition Alert to the team manager for sign-off.
• Update all relevant trackers (Risk/ Coaching/ Recognition/ Split/ Distribution/ Agent list, etc.
• Send daily TM update for operational morning meetings - this should be an email advising of trends identified by TM for the previous day’s work.
• Prepare, Facilitate, and send electronic Buzz session documents to relevant agents.
• Participate in internal & external calibrations sessions as required.
• As and when required, take calls, complete chats or emails upon request from the business
• You will be required to complete quality assessments on the quality and compliance scorecard depending on the client requirements per campaign.
• Provide Insights and Inventions on noted campaign/individual challenges.
• Deployment of our new Signature practice which includes calibrations with the clients.
• Undergo a full accreditation process with current and new clients as per the Signature practice.
• Internal morning meeting - discuss trends identified from the previous day’s monitoring during the morning huddle by teams.
• Analyse agent feedback on the coaching response to understand if the coaching session has been effective.
• Prepare and participate in meetings with the operations team, if required
• Follow up with operational TMs if the coaching documents have not been uploaded on the drive, if out of SLA
• Listen to follow up calls to understand if the coaching suggestions are being implemented.
• Participate in internal calibrations sessions.
• Share calibration calls with team manager for external calibration.

 

KEY PERFORMANCE INDICATOR	OUTPUT
Attendance	To maintain a benchmark of 95%
Accuracy	To maintain a benchmark of 95%
Productivity	To ensure 100% productivity

 

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