Quality Assurance Manager
1 week ago
Ensuring Quality in Customer Interactions
Conduct daily reviews of agent responses to tickets and calls, ensuring they meet our high standards for accuracy and professionalism.
Provide constructive feedback and coaching to help agents improve their performance.
Identify patterns and recurring issues, working with the head of customer support to develop effective solutions.
Engage in customer-facing activities 20% of the time to stay connected with customer needs and identify improvement areas.
Developing Training Programs
Collaborate with various teams to create and update training materials that reflect current product features and best practices.
Ensure training content is comprehensive, engaging, and meets our quality standards.
Conduct training sessions for new hires and provide ongoing training and support.
Onboarding and Training Quality Control
Develop and implement quality control processes for agent onboarding and training.
Evaluate the effectiveness of training programs and identify areas for improvement.
Work closely with relevant teams to ensure smooth and effective onboarding experiences.
Managing Knowledge Base
Document customer support processes clearly and concisely, using tools such as Zendesk.
Create and maintain Knowledge Base articles to provide accurate and up-to-date information.
Regularly review and update Knowledge Base content.
Integrate a chatbot with the Knowledge Base to automate responses, ensuring they are concise and helpful.
Key Performance Indicators
Agent Response Quality: Maintain high standards of accuracy and professionalism in agent responses.
Training Program Success: Measure improvements in agent performance and customer satisfaction.
Knowledge Base Utilization: Ensure the Knowledge Base is a valuable resource for agents and customers.
Onboarding Effectiveness: Evaluate the quality of the onboarding process through agent performance and feedback.
Requirements
Requirements for this
Quality Assurance Manager
job in
Cape Town, South Africa :
1-2 years of experience in a senior agent, quality assessor, or similar role.
Strong understanding of quality assurance principles and best practices.
Excellent written and verbal communication skills.
Analytical skills to identify trends and areas for improvement.
Attention to detail in managing ticket responses, training materials, and Knowledge Base content.
Strong organizational skills to handle multiple tasks effectively.
Ability to collaborate with various teams.
Willingness to learn and stay updated with industry trends.
Experience with Zendesk, Excel, PowerPoint, and training content creation is a plus.
If you are proactive, detail-oriented, and excel at team management, we want to hear from you Join our client and make a tangible impact on their customer service quality. Apply now and be part of a team dedicated to delivering top-notch service to their customers.
Benefits
Why Join Them?
Location: Stunning Cape Town, where vibrant city life meets breathtaking landscapes.
Growth Opportunity: Be at the forefront of enhancing their customer service quality.
Dynamic Team: Work with a supportive and innovative team committed to excellence.
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