Position:

• Customer Experience Analyst/Quality Assurance - German speaking

Department:

• Customer Experience

Functional Responsibilities:

• Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
• Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business needs
• Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data.
• Maintains the files updated for accurate analysis and process improvement / innovation.
• Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics.
• Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
• Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance with applicable company policies. Issues Incident
• Reports to the Team Leaders for red flag CSR behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.

Required skills + qualities (technical):

• Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)

Required skills + qualities (non-technical):

• 3 years working experience in a call centre and at least 2 years within the quality role with impeccable performance.
• Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision.

Location:

• Woodstock, Cape Town

Salary:

• Market related