UNIFI
Purpose of the role
Unifi is looking for an ideal candidate who will be someone who has extensive experience in a call centre in a supervisory position and/or in the quality control department monitoring calls against pre-defined metrics. Ideally the candidate must have also had experience coaching and mentoring staff members to ensure that KPIs are met. Attention to detail, desire to learn and a positive attitude are a must.
Responsibilities
- Analysis of call recordings
- Score calls against Internal Compliance Standards
- Preparing quality reports
- Providing constructive feedback through coaching sessions
- Identifying and implementing quality initiatives for continuous improvement.
- Support management by ensuring that quality assurance processes are followed so that service quality is not compromised.
- Organize and support new hires on quality processes.
- Oversee the cross training and up training of Agents
- Conduct regular customer and agent surveys to check satisfaction levels and recommend corrective actions.
- Perform any other duties as assigned.
- Contribute to making Unifi a fun place to work.
Requirements
- Experience in a customer facing service role.
- A relevant diploma or degree is preferred but not required.
