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The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Callforce customer’s experience.
Experience and skills required:
2-3 years experience in a similar roleExcellent verbal, written and interpersonal communication skillsOutstanding customer service skills and dedication to providing exceptional customer careMust be self-motivator and self-starterFocus on quality and customer serviceExceptional listening and analytical skillsSolid time management skillsMust be able to effectively deal with people at all levels inside and outside of the CompanyCreative ability & writing proficiencyAbility to multitask and successfully operate in a fast paced, team environmentMust adapt well to change and successfully set and adjust priorities as needed
Responsibilities:
Participates in design of call monitoring formats and quality standards.Performs call monitoring and provides trend data to site management team.Uses quality monitoring data management system to compile and track performance at team and individual level.Monitors customer care email responses.Participates in customer and client listening programs to identify customer needs and expectations.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.Prepares and analyzes internal and external quality reports for management staff review.Perform other duties as assigned.
https://www.ditto.jobs/job/gumtree/1073947081?source=gumtree
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6 months Call Center Exp· Matric (Grade 12)· Solid understanding and experience with troubleshooting (preferably with tech/mobile products)· Computer literacy· Great communication skills with a clear and precise telephone etiquette· Ability to work well under pressure and meet performance targets· Excellent customer service skills, and a positive customer-centric attitudeWhat we offer:· Basic plus commission· Great earning potential, and competitive earnings· Career stability· Growth and advancement (we promote from within)· Uncapped commission, incentives & bonuses· Company provident fund, medical aid, and much more
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5Xzc2NzY1X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1196357&xid=1109_76765
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6 months Call Center Exp(UK and USA)· Matric (Grade 12)· Solid understanding and experience with troubleshooting (preferably with tech/mobile products)· Computer literacy· Great communication skills with a clear and precise telephone etiquette· Ability to work well under pressure and meet performance targets· Excellent customer service skills, and a positive customer-centric attitudeWhat we offer:· Basic plus commission· Great earning potential, and competitive earnings· Career stability· Growth and advancement (we promote from within)· Uncapped commission, incentives & bonuses· Company provident fund, medical aid, and much more
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzgyMzIzX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1211076&xid=1109_82323
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6 months Call Center Exp(UK and USA)· Matric (Grade 12)· Solid understanding and experience with troubleshooting (preferably with tech/mobile products)· Computer literacy· Great communication skills with a clear and precise telephone etiquette· Ability to work well under pressure and meet performance targets· Excellent customer service skills, and a positive customer-centric attitudeWhat we offer:· Basic plus commission· Great earning potential, and competitive earnings· Career stability· Growth and advancement (we promote from within)· Uncapped commission, incentives & bonuses· Company provident fund, medical aid, and much more
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5Xzc5OTg5X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1205821&xid=1109_79989
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Manage the Learning Strategy Review performance and skill matrix for all trainers, ensuring sufficient learning resources to support onboarding, ongoing learnings and new campaign launchesSupport the development of all E-learning content with measures of success aligning to the standard industry practice like ADDIE or the Kirkpatrick modelDefining processes and revisit the operating model for all levels within the L&D team. Adopt the model to meet specific client expectationsConduct weekly audits to control or mitigate risks during onboarding and the performance management cyclesAttend weekly planning meeting to align L&D resources to business prioritiesContinuously review L&D procedures and processes with the intention to streamline or close identified gaps between Recruitment, Learning and On Job Training.Review and Re-ignite the onboarding, upskilling and performance management learning journeys Learning Curriculum Management Introduce effective learning methodologies and efficacies for LMS developmentMeasure the effectiveness of all learning interventions through feedback and operational performance reportsContinuously evaluate the effectiveness and adoption of learning interventions and implement necessary amendments and changes Job Description Learning and Development ManagerEnsure that detailed skills gap audits are carried out daily, accurately analyzing information to suggest suitable, practical learning solutions to close gaps identifiedConstantly creating new and improved learning and coaching methods for implementation within the L&D structure People Management Design the personal al growth development strategy for direct reports and learners. Conduct weekly discussions to review team and learner performance.Create a solid transitioning model for new onboards from E-learning, Practical Training to the On-job Training phaseBuild and maintain strong L&D partnering relationships with all external clientsWork with the Sales Operations, QA, Marketing, other support functions and stakeholders to develop relevant learning interventions once specific behaviours of learning needs are identified Management Reporting Review all MI reports, analyse and share insights that continuously drives and meets business outcomes and objectivesManage and maintain all housekeeping requirements i.e. learning areas, equipment and assetsCreate management reports of all activities and monitor, measure, manage ROIOutputManagement and auditing of learning interventions and learning recordsEmployee Skills, Knowledge and Experience Requirements ODETDP Qualification and Professional Training related qualifications essential Sound knowledge of Telesales in both the Financial and Telecommunications sector will be an advantageA sound understanding of the Contact center operations, policies and proceduresExperience
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzcyMjU3X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1183639&xid=1109_72257
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6 months Call Center Exp(UK and USA)· Matric (Grade 12)· Solid understanding and experience with troubleshooting (preferably with tech/mobile products)· Computer literacy· Great communication skills with a clear and precise telephone etiquette· Ability to work well under pressure and meet performance targets· Excellent customer service skills, and a positive customer-centric attitudeWhat we offer:· Basic plus commission· Great earning potential, and competitive earnings· Career stability· Growth and advancement (we promote from within)· Uncapped commission, incentives & bonuses· Company provident fund, medical aid, and much more
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5Xzg5NzQ5X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1223305&xid=1109_89749
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Contact Centre Manager (JB1779)Durban Market Related Aligned to the Institutions vision and strategy to deliver an end-to-end seamless customer service to our student body, the Contact Centre Manager provides operational, technical and administrative management and leadership and is accountable for the management of all customer services associated tasks. This includes the management and support of the contact center in implementing and achieving set input and output standards, accountability for the contact centers performance through the monitoring of service quality, and the coaching of team leaders and contact CENTRE agents.Educational Requirements: Degree/Diploma in Contact Centre Management6-10 years contact center experienceAt least 5 years contact CENTRE experience in a senior management roleMain Purpose: To set up a fully operational contact center, implement telephony systems effectively. Motivating team managers and call CENTRE agents to achieve daily, weekly and monthly targets.Meeting call center targets set by management for both inbound and outbound activities.Reviewing and assessing results of quality and compliance and implementing the necessary action plans.Identify problem areas within our service delivery portal and setting process and practice that provide resolutionConducting of real time monitoring.Ensuring the continuous application of PIP processesManaging of employees performance driven targetsPlanning, organizing and controlling the contact CENTRE team according to dialer efficiencies (work force management for contact centers (WFM) adherence)Creating a highly productive work environment recognizing contribution, retention, attendance and rewardAnalysis and reporting of performance and strategy implementation in a clear and concise manner to all business stakeholdersKey Performance areas: Management of contact CENTRE deliveryQuality and compliance managementPerformance managementPeople ManagementReporting
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzYyODI0X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1221298&xid=1108_62824
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Urgently looking for call center quality agents.. Pls msg on 0723418281...
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3-6 months Call Center Exp· Matric (Grade 12)· Solid understanding and experience with troubleshooting (preferably with tech/mobile products)· Computer literacy· Great communication skills with a clear and precise telephone etiquette· Ability to work well under pressure and meet performance targets· Excellent customer service skills, and a positive customer-centric attitudeWhat we offer:· Basic plus commission· Great earning potential, and competitive earnings· Career stability· Growth and advancement (we promote from within)· Uncapped commission, incentives & bonuses· Company provident fund, medical aid, and much more
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzU5OTAyX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1126478&xid=1109_59902
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Hi All, I am still looking for international agents to join our international sales team at the Ignition Group.We offer the following : - Basic Salary - Attendance bonuses- night shift allowance - uncapped commision- incentives- Growth and Stability We require vibrant, enthusiastic individuals that can communicate clearly and who are driven to be successfulRequirements: - 3-6 months international call center experience - matric or grade 11- excellent communication skills - computer literate
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzU2NDY0X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1121396&xid=1109_56464
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The role: The vacancy is for a Training Manager, who will be responsible for leading a team of specialised facilitators responsible for conducting all in-person and virtual training for the sales and distribution force and other specific internal business units.The detail: Implementing new hire training design periodically to ensure its effectiveness in meeting the needs of the stakeholders & that it is in line with the organizations requirements of improving customer experience.Manage multiple accounts from various industries. Clients could be domestic or international.Liaise with Operations Managers and Senior Managers for all the accounts to implement training plan.Operate as an account manager for the call centers operations & quality functions to understand any training needs/interventions required and provide necessary training solutions.The designing of customized training programs as per training calendar.Attend client training meetings to establish client training requirements.Proactively set up meetings with client to review training contentLiaise closely with clients for feedback and content improvements.Execute program transition with new clients.Designing & implementing effective cross skill / up skill training/refreshers/floor support or any other intervention in consultation with Operations, Quality, HR and any other stakeholders.Identifying areas of standardization in Training, Recruitment and On Job Training and developing training procedures to fill identified gaps and streamline processes.Designing & executing training needs analysis tools.Create and execute training ramp plan to transition large number of new hire intakes in short periodsLiaise with clients to understand program objectives and milestones and plan training based on that.Ensuring rigour and follow through with client-on-client credentials so there is no loss on revenue in terms of delays in onboarding due to credentials being provided by client.Defining measures of identified training parameters.Follow the operating rhythm for training manager and reports completion of tasks.Ensuring the training team stays updated with knowledge of relevant training areas through periodical knowledge and skill assessments.Developing job knowledge evaluation tools like trainer assessments and trainer delivery evaluations.Ensure existing staff receive appropriate and timely refresher / remedial / cross skill training as per business needs.Manage floor support activities to identify gaps in customer service/communication skills/product process knowledge and implement training interventions aimed at continuous improvement in advisor performance.Manage the performance & development plans of the training team including mentoring, coaching & upskilling.Conduct monthly performance conversation with all trainers and create their PD plan.Focus on trainer development through train
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzgxNjIwX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1210046&xid=1109_81620
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We are looking for driven individuals who are ready to start their career immediately.
Position Objective:
* Increase customer base by selling/marketing financial products telephonically within a contact center environment.
* Build strong customer relationships to ensure repeat business.
* Provide efficient, outstanding customer service.
* Receive internal training on how to effectively run a team and apply acquired skills and training towards building a solid sales team of your own.
Perks Include:
Above market income; Uncapped commission, Cash performance bonus, Leadership training and internal growth opportunities.
Outbound Telesales Agents wanted for sales team in Westville, Durban.
We are expanding with the aim of massive growth and expansion of our sales Department. We have serval call center sales positions available and require candidates with varied levels of experience ranging from matriculants to seasoned sales professionals.
Join our team today, check if you meet the following requirements:
1. Matriculant
2. Sales / Telesales Experience (Inbound or Outbound 6 months+ advantageous)
3. Reliable Transport to Westville, Durban.
4. Immediate availability.
R10 000 - R40 000
Outbound Telesales Agents wanted for sales team in Westville, Durban.
We are expanding with the aim of massive growth and expansion of our sales Department. We have serval call center sales positions available and require candidates with varied levels of experience ranging from matriculants to seasoned sales professionals.
Join our team today, check if you meet the following requirements:
1. Matriculant
2. Sales / Telesales Experience (Inbound or Outbound 6 months+ advantageous)
3. Reliable Transport to Westville, Durban.
4. Immediate availability.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xNTU1XzU5MDM4X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1247499&xid=1555_59038
2y
1
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Manage the Learning Strategy Review performance and skill matrix for all trainers, ensuring sufficient learning resources to support onboarding, ongoing learnings and new campaign launchesSupport the development of all E-learning content with measures of success aligning to the standard industry practice like ADDIE or the Kirkpatrick modelDefining processes and revisit the operating model for all levels within the L&D team. Adopt the model to meet specific client expectationsConduct weekly audits to control or mitigate risks during onboarding and the performance management cyclesAttend weekly planning meeting to align L&D resources to business prioritiesContinuously review L&D procedures and processes with the intention to streamline or close identified gaps between Recruitment, Learning and On Job Training.Review and Re-ignite the onboarding, upskilling and performance management learning journeys Learning Curriculum Management Introduce effective learning methodologies and efficacies for LMS developmentMeasure the effectiveness of all learning interventions through feedback and operational performance reportsContinuously evaluate the effectiveness and adoption of learning interventions and implement necessary amendments and changes Job Description Learning and Development ManagerEnsure that detailed skills gap audits are carried out daily, accurately analyzing information to suggest suitable, practical learning solutions to close gaps identifiedConstantly creating new and improved learning and coaching methods for implementation within the L&D structure People Management Design the personal al growth development strategy for direct reports and learners. Conduct weekly discussions to review team and learner performance.Create a solid transitioning model for new onboards from E-learning, Practical Training to the On-job Training phaseBuild and maintain strong L&D partnering relationships with all external clientsWork with the Sales Operations, QA, Marketing, other support functions and stakeholders to develop relevant learning interventions once specific behaviours of learning needs are identified Management Reporting Review all MI reports, analyse and share insights that continuously drives and meets business outcomes and objectivesManage and maintain all housekeeping requirements i.e. learning areas, equipment and assetsCreate management reports of all activities and monitor, measure, manage ROIOutputManagement and auditing of learning interventions and learning recordsEmployee Skills, Knowledge and Experience Requirements ODETDP Qualification and Professional Training related qualifications essential Sound knowledge of Telesales in both the Financial and Telecommunications sector will be an advantageA sound understanding of the Contact center operations, policies and proceduresExperience
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzcyMjU3X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1183639&xid=1109_72257
2y
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Outbound Telesales Agents wanted for sales team in Westville, Durban. We are expanding with the aim of massive growth and expansion of our Sales Department. We have serval call centre sales postions available and require candidates with varied levels of experience ranging from matriculants to seasoned sales professionals. Join our team today, check if you meet the following requirements:1. Matriculant2. Sales / Telesales Experience (Inbound or Outbound 6 months+ advantageous) 3. Reliable Transport to Westville, Durban. 4. Immidiate availability. Position Objective: Increase customer base by selling/marketing financial products telephonically within a contact centre environment. Build strong customer relationships to ensure repeat business. Provide efficient, outstanding customer service. Recieve internal training on how to effectivly run a team and apply acquired skills and training towards building a solid sales team of your own. Perks Include:Above market income; Uncapped commission, Cash performance bonus, Leadership training and internal growth opportunities.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5Xzc1NDcyX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1192940&xid=1109_75472
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Matric/Grade 12 qualification;A proven track record of delivering against client, customer and business outcomes2 years experience in managing a team in the BPO Call Center environment Analytical - To practice due diligence when interpreting and reporting data, as well as to improve team performance and processes through insights that support the overarching objective of a customer-centric environment.Financials - To maintain productivity by ensuring all staff adhere to schedules while managing IR and queries efficiently.People - To engage and support staff to adjust to the culture of the campaign and to achieve all KPIs (e.g. NPS, Leads, Smarts, etc.), through effective coaching, performance management, and to develop career progression through internal development programmes.If you do not receive feedback after 7 days of applying then please consider your application as unsuccessful
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzY2MjUyX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1237770&xid=1108_66252
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