Company: Next

Location: Randburg

Reporting Manager: Sales Manager/ QA Manager

Advert release date: 05 June 2025

Advert closing date: 10 June 2025

Role objective

To implement quality measures and ensure that the work produced by all call center departments are in compliance with the company's policies and procedures and meet contractual obligations.

Applications to be sent to:

KMathuloe@plp.co.za

Role responsibilities:

• Responsible for making sure that all call center agents provide excellent customer service and provide accurate information when speaking to clients.
• Performing call monitoring and providing trend data to relevant managers
• Verifies calls by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiently and courteous close of call
• Confirm that call center agents are following the correct procedures such as cross selling and so forth
• Uses a quality monitoring data management system to compile and track performance at team and individual level
• Provides actionable data to various internal support groups as needed
• Coordinates and facilitates call calibration sessions for call center staff
• Provides feedback to call center team leaders and managers
• Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes
• Contributes to team effort by accomplishing related results as needed.
• Provide coaching, feedback and assistance to call center consultants, team leaders and supervisors to make sure they understand the policies and procedures
• Attend and represent the company at any disciplinary hearings relating to Quality Assurance and complaints
• Training call center agents on QA according to the times scheduled by management (includes some weekend work)
• Reporting
• Ad hoc duties as and when required
• Take full responsibility for quality assurance in all departments working with the supervisors, team leaders and trainers
• Ensure that specific QA measures are implemented and monitored
• Sitting with agents and team leaders/supervisors & monitoring live calls & providing the necessary coaching
• Ensure all company standards are adhered to
• Identifying common trends based on complaints that have been escalated
• Coaching sessions, these sessions must address agent strengths as well as opportunities for improvement
• Use the monitoring process to identify areas for business process optimisation
• Identify and escalate continuous quality concerns with department head
• Consistently evaluate the QA process
• Develop or enhance the evaluation form, as company/department needs change

Competencies required:

• Matric
• English with proficient ability to speak and understand 3 or more Vernacular languages
• Strong proficiency in all MS Office packages (specifically Excel)
• Reporting skills
• Minimum a year QA experience in a call centre environment or an insurance background will be advantageous

Skills / Knowledge

• Exceptional business and people skills
• Strong team abilities
• The highest level of client and business confidentiality at all times
• Ability to ensure that you strictly maintain the standards, disciplines and procedures of the company
• Very strong communication skills.
• Innovative thinking and ability to follow process.
• Professional attitude and capability and personal initiative

Other

• Dynamic and enthusiastic
• Strong innovative thinking
• Ability to make decisions
• Attention to detail
• Ability to work under pressure
• Strong Team abilities
• Well organized and results focused
• Ability to create a professional office environment
• Transparency and honesty
• Strong assertive skills