Large Hospitality Travel and Tourism Headoffice  is looking for a suitable candidate to fill the above position.

Purpose of the position

As our new Junior Telephone Quality Controller Administrator (TQC),  you will lead the way in evaluating and raising the quality bar of our team play. The overall objective is to analyze our team’s performance from a quality perspective. You will provide analysis, findings, feedback and recommendations on ways to improve our level of customer service, raising and keeping it up to leading global brands’ expectations.

           Monitoring and auditing of Voice Recordings daily, extracting training                

             requirements for service, product knowledge and etiquette.

•   Implement and Monitor the TQC process.

•   Conduct all assessments.

•   Trend Reviews.

•   Preparation of statistics on a daily, weekly and monthly basis.

•   Provide detailed reports on a daily, weekly and monthly basis.

•   Report back to relevant department Managers and monthly feedback to Management

•   Provide progress reports on System, service and training continuously.

•   Liaising with respective Managers who are responsible for formalizing and scheduling training courses.

•   Understanding the confidentiality and sensitivity that this position entails

•   Coach Staff for TQC/Performance Improvement

•   Adhoc tasks as directed or as generated by input and feedback from Directors / Managers dependent on requirement.

·         Identify training gaps and collaborate with department managers to implement improvement plans.