Call Centre Agent (Escalations) at Rewardsco

Job Description

We are looking for 4 Escalations Consultants for our QA division. This individual will be tasked with performing audits on agent calls and email communication to ensure compliance, assess employee demeanor, ensure campaign requirements are being met, technical accuracy, sales performance, and conformity to company policies and procedures. This individual will also be responsible for generating reports on agent’s performance per campaign with regards to outcomes, results, and trends, provide QA briefing & training as required, and conduct and complete investigations within the required turnaround times.

KEY ACCOUNTABILITIES

  • Monitor agent calls to ensure compliance and make sure that specific campaign requirements are
    met
  • Generate reports on agent’s performance per campaign with regards to outcomes, results, and
    trends
  • Provide QA briefing, or training as required
  • Conduct and complete investigations as requested, within the turnaround times
  • Ensure client requirements are fulfilled as per SLA agreement

SPECIFIC SKILLS REQUIRED

  • Proven ability to conduct complex investigations and quickly and accurately analyze, assess, and summarize investigation findings, observations, and recommendations
  • Excellent communication skills – both written and verbal
  • Demonstrated ability to perform in accordance with relevant professional standards for investigation

MINIMUM REQUIREMENTS

  • Matric (grade 12)
  • Relevant tertiary qualification is advantageous
  • Proficient in MS Office – working knowledge of MS Excel and must be able to create spreadsheets and
    generate reports
  • 12 months QA experience in a sales call center environment and experience in conducting QA briefings and call monitoring essential
  • Prior working experience on either the telecommunications / insurance sectors advantageous