TFG Vacancies Cape Town – Quality Assessor

Website The Foschini Group

Job Description:

A challenging position exists in the Financial Services Credit Sales and Services department for an analytical yet vibrant individual to join the QA team.

Job Responsibilities:

  • Execute business coaching principles diligently and effectively in line with EX and CX standards.
  • Monitor, report and analyse quality, customer satisfaction metrics by identifying trends and root causes
  • Adhere to a detailed outline for the effective management of quality and credit governance to enable compliance and service offering efficiencies.
  • Ensure that evaluations are completed within the agreed timelines
  • Conduct coaching and counselling accordingly in line with departmental requirements and internal operations support standards.
  • Ensure fairness and consistency in assessment practices
  • Identify opportunities based on QA that supports training needs, knowledge gaps and process improvements and escalate to the relevant stakeholders
  • Understand operations performance of quality metrics and share best practices
  • Meet quarterly Quality Assessors accreditation KPI’s to ensure that QA principles are being adhered to.
  • Manage and execute feedback by providing trend data and make recommendations for changes to process, procedures, knowledge, design, quality measurement and training.

Job Requirements:

  • Excellent attention to detail, planning and problem solving skills
  • Excellent written and communication skills
  • Be willing to commit to continuous learning
  • Strong numerical and analytical skills
  • FAIS RE5 accredited (advantageous)

Qualification & Experience:

  • Matric
  • Intermediate MS Office skills
  • Working experience with voice logging systems
  • Relevant qualification (advantageous)
  • Minimum 2yrs Quality Assessor and business coaching experience
  • 2yrs experience in a contact centre environment

Job Details:

Company: The Foschini Group

Vacancy Type: Full Time

Job Location: Cape Town, Western Cape, South Africa

Application Deadline: N/A

Apply Here