19 Janvier 2018


Posté dans , le 14 Décembre 2017


Site Web


Adresse Email


Type d'emploi

Full Time




Description :

Quality Assurance, French speaking

Bytes People Solutions is the internationally accredited education, training, skills development and people consulting arm of the Bytes Technology Group. Bytes People Solutions are recognised as a leader in the industry and has built a credible track record.


Main Purpose of the Job:

The successful applicant will assist in maintaining established quality standards through continuous evaluation and reporting of employee performance. Ensure adherence and compliance to stated quality standards. Maintain and improve process performance. Aim to identify areas for employee development and training needs.

Key Performance Areas:


  • Interface with support functions such as Training and the Contact Centre’s
  • Evaluation of inbound/outbound calls, correspondence as well as business processes to measure the effectiveness of service provided to the client
  • Identify & report on problem areas, trends and training needs with the view of agent development
  • Communicate regularly with the Call Centre Manager Ops Managers and Supervisor’s in terms of evaluations & calibrations
  • Implement new processes, when and if necessary
  • Compile weekly and monthly reports on evaluation scores, calibration scores, strengths and areas of focus as well as noticeable trends
  • Liaise with role players, on all levels, with regards to assessing needs and implementing quality methodologies on specialised projects
  • Facilitating workshops, as and when necessary
  • Coaching of agents to achieve the desired quality levels
  • Interact with Supervisors/Team Leaders to ensure there is a standard interpretation of the Quality criteria
  • Promote quality awareness throughout the Organisation

The ideal applicant will have the following qualifications and experience:


  • Matric and/or tertiary education
  • 2 years Call centre Experience
  • Experience in a coaching and development role
  • Call Centre experience in a sales environment will be advantageous

Language proficiency:

  • MUST be fluent in French - Read/ Write/ Speak
  • English

Competencies and Behavioural Skills:

  • MS Office literate
  • Excellent communication both verbal and written
  • Proven track record in maintaining high quality standards
  • Strong client services skills
  • Keen focus on client satisfaction
  • Excellent time management skills
  • Detail orientation
  • Analytical skills
  • Problem solving skills
  • Good interpersonal skills, ability to maintain co-operative working relationships with all levels of staff
  • Ability to influence people positively
  • High level of integrity, professionalism and trustworthiness
  • Team player

Basic salary.

Please click here to apply.

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