Description:
Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.
We have an amazing opportunity for a Quality Assurance Coach x 10 to be based at Umhlanga in Durban. Do you think you have what it takes to be our newest Purple Star?
The successful candidate will be responsible to evaluate all interactions received across all channels in the business, including, but not limited the Contact Centre and all other channels receiving communications from customers, both internal and external. To analyze insights from evaluations and provide reports to the relevant business units, on findings for remedial action to be taken. To analyze the outputs from reports to address trends in order to increase the customer services experience across the business, including, but not limited to the Contact Centre. Responsible for actively coaching team members and conducting calibration sessions with the aim of increasing customer service in the Contact Centre. Follow-up on coaching conducted and poor performance processes conducted, where required in conjunction with the relevant manager to ensure that the Contact Centre retains maintains and improve on Customer Experience.
With Hollywoodbets You Will:
Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
Grow with our development plans and culture that allows you to further your career.
You Bring:
2 years Customer Service Experience
Computer literate and basic proficiency in MS Office (Excel, Word, PowerPoint etc.)
Call Centre Experience
Willing to work shifts
A Bonus To Have:
Quality Assurance Experience.
Coaching Knowledge and Skills.
What You’ll Do For The Brand:
Evaluate interactions received via Chat/Email/voice/Social in line with QA scorecard to ensure that ratings are accurate
Collate QA reports weekly and monthly and statistics for the various departments
Highlight areas of development and conduct coaching and calibration sessions with the team and managers
Work closely with the contact Centre training division to highlight any training needs
Conduct Quality Assurance training and coaching with new appointments
Identify trends and effectively alert the respective departmental management team
Develop and implement corrective measures for implementation by management
Customer complaints resolution – extraction and evaluation of call recordings based on customer complaints. Conduct root cause analysis.
Any other ad hoc duties that might be required.
What You’ll Bring To The Team:
- Quality Focused and results orientated.
- Demonstrate exceptional attention to detail.
- Good planning and organizational skills.
- Analytical evaluation and reporting skills.
- Excellent customer service & telephone etiquette.
- Excellent communication and interpersonal skills.
So, are you ready to level up, learn, and perform at your best? Apply now!
Please note that only applicants who meet the stipulated minimum requirements will be considered.
Please note that only team members who meet the stipulated minimum requirements will be considered.
Requirements:
- Quality Focused and results orientated.
- Demonstrate exceptional attention to detail.
- Good planning and organizational skills.
- Analytical evaluation and reporting skills.
- Excellent customer service & telephone etiquette.
- Excellent communication and interpersonal skills.