Senior Quality Manager - Contact Centre

Ignition CX

uMhlanga

The Role:

The purpose of the role is for the establishing and implementing of quality assurance processes and procedures within the Ignition CX entity. The Quality manager is to ensure that the quality of calls exceed both the customer and client expectations.

The Detail:
• · Developing Quality Assurance (QA) Processes
• The quality manager establishes and maintains QA processes specific to call center operations. This includes defining quality metrics, such as call handling time, first call resolution rate, customer satisfaction scores, and adherence to scripts or protocols.
• Implementing Quality Monitoring Programs: They design and implement programs to monitor the quality of customer interactions, such as phone calls, emails, and live chats. This involves listening to recorded calls, reviewing written communications, and assessing agent performance against established criteria.
• Providing Feedback and Coaching: Quality managers provide constructive feedback to call center... More Detail

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