Quality Coach

Location:	Central, Cape Town, Western Cape, South Africa
Job Type:	Permanent
Posted:	14th May 2011
Closing Date:	30th Jun 2011
Posted By:	CCS Call Centre Staffing
Details:
Quality Coach JOB ROLE The purpose of this role is to monitor and evaluate Agent’s calls and to provide coaching in order to ensure a high and consistent standard of performance KPI’s 1. Call Evaluation • Monitors and evaluates Agents recorded calls against call evaluation sheet • Identifies areas of strength and development for each Agent • Conducts side by side call evaluations as and when required • Investigates suspected fraud or non compliance cases when required • Identifies process improvements and highlights to management 2. Coaching • Provides feedback to the management team on Agent performance in terms of quality • Provides feedback on quality scores to agents and coaches accordingly • Identifies areas of development across the call centre and provides feedback to the Business Unit Trainers 3. Administration and Reporting • Provides quality related reports as per the business unit requirements • Maintains files for assigned Agents with the relevant quality documentation • Keeps all shared folders up to date with relevant information REQUIREMENTS Minimum matric or equivalent NQF Minimum 6 months Quality Coach experience

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