Deputy Manager - Transactional Quality

Posted 15d ago

Customer comebacks consolidation and follow-up on resolutions based on monthly meetings or conference calls and the reporting will be based post understanding between Business and Offshore team
Monitoring and reporting TAT
Monitor and develop campaign performance and ensure that strategies are in line with both business and client expectations.
Ensuring team effectiveness
Ensuring that reporting to all stakeholders are accurate
Developing quality assessors
Ensuring that assessment SLA`S are met
Analyse data and make recommendations to the Operational team where needed
Communication with all stakeholders

Matric Grade 12

Minimum 2-3 years management experience within a contact centre
Utilities experience is essential
Management qualification preferable
MS Office knowledge essential
Previous QA experience required
Proven experience in monitoring and leadership of operations
Experience in providing expert consultation regarding department or business unit related matters

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