Call Centre Quality & Training Coordinator in KwaZulu-Natal

Exciting Opportunity: Call Centre Quality & Training Coordinator in KwaZulu-Natal

A leading company in the industry, Greys Personnel is searching for a skilled Call Centre Quality & Training Coordinator. If you are passionate about enhancing customer service through quality assurance and training, this role is for you!

Key Responsibilities

• Develop and maintain QA scorecards to assess the performance of call centre agents.
• Provide constructive feedback and coaching to agents to improve performance metrics.
• Identify training gaps and recurring performance issues to enhance agent effectiveness.
• Support onboarding processes and facilitate refresher training as needed.
• Conduct role-play coaching sessions to reinforce learning and skills application.
• Assist with QA reporting to ensure compliance with service standards.

Requirements

• Qualification: Relevant degree or certification in training, quality assurance, or related field.
• Experience: Proven experience in a call centre environment, with skills in quality assurance and training.
• Skills: Strong analytical skills and the ability to identify performance trends.

🔮 3 Common Interview Questions for this Role

1. “How do you assess the effectiveness of a training program in a call centre?”
2. “Can you provide an example of how you handled a conflict arising from quality assessments?”
3. “What methods do you employ to keep yourself updated with industry best practices in QA?”

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Tips on Crafting a CV for this Role

• Showcase QA Experience: Include specific examples of quality assurance initiatives you have led.
• Highlight Training Skills: Detail your experience in delivering training programs and measuring their effectiveness.
• Quantify Achievements: Use metrics to illustrate improvements in agent performance and customer satisfaction ratings.

Related Job Titles: Quality Assurance Analyst, Training Coordinator, Call Centre Supervisor, Customer Experience Manager.