Deputy Manager - Transactional Quality

Key Responsibilities:

• 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