Colleague Development and Quality Assurance Manager at Absa Bank Limited

Job Summary

Responsible for carrying out call evaluations and training for the Telemarketing unit agents to ensure a standard of high performance is maintained and be able to give constructive feedback and coaching with a view of enhancing customer experience.

Job Description
Key Accountabilities

• Ensure call evaluation is done for all Telemarketing agents and reports on the same are generated and circulated every day and end of month
• Monitor call productivity for all agents
• Support agents and team leaders through continuous training and feedback provision
• Facilitate and deliver product orientation and induction training for new entrants on telemarketing process, procedures, and system usage with emphasis on basic skills.
• Participating in meetings to address training concerns.
• Identifying training gaps for the team and implementing the necessary interventions
• Maintain and review data base on trainings carried out and monitor possible outcomes
• Maintain updated coaching records in conjunction with team leaders.
• Evaluate and recommend process and procedures on the TMU operations
• Initiate Colleague development initiatives
• Coordinate and undertake NPS at the Unit in order to drive word class customer experience
• Drive a performance culture

Role/Person specification

Education And Experience Required

• University degree or equivalent professional qualification
• An additional focused contact centre qualification and/ or Diploma in Customer Service Management will be an added advantage
• Excellent interpersonal skills
• Excellent analytical skills
• Excellent oral and written communication skills
• Dependability and adaptability
• Prior Experience in contact centre and / telemarketing (added advantage)

Knowledge and skills:

• Training, coaching and Presentation skills
• Track record of competence service – related jobs within contact centre
• People & relationship management skills
• Call handling and support knowledge within service sector field mandatory
• Business knowledge and able to educate users on step resolution guides and support
• Team working and Interpersonal skills
• Inspiring and persuading others
• Coaching and training skills
• Conflict management