Duties
- Screens incoming and outgoing calls to ensure quality relating to customer service, product knowledge, understanding of customer needs and adherence to the policies and procedures of the organization
- Complete designated number of documented assessments
- Utilize approved monitoring tools and standards to assess the agents’ knowledge of products, business practices and systems
- Convert monitored findings and scores into coaching recommendations for performance improvement actions to internal/external parties
- Facilitate scheduled calibration sessions that foster a consistent and reliable assessment of agents’ skills and behaviours.
- Generate calibration recap reports for each scheduled calibration session
- Identify opportunities for training.
- Participate in user acceptance testing exercises as needed for new product releases
- Prepare reports as needed for management
- Perform other assigned duties as needed
Skills
- Strong computer/systems skills. Ability to utilize standard software applications that include MS Office suite.
- Knowledge of commonly used concepts, practices, and procedures within the operations field.
- Adaptability: Ability to adjust effectively to work within new work structures, processes, and requirements; ability to remain flexible to meet constantly changing and sometimes opposing demands
- Analytical Thinking: Ability to identify issues, to obtain relevant information, relate and compare data from different sources, and identify alternative solutions
- Attention to Detail: Ability to accomplish tasks accurately and completely
- Communication: Ability to convey information orally to individuals or groups to ensure that they understand the message; ability to deliver presentations suited to the characteristics and needs of the audience
- Facilitation: Ability to use appropriate interaction skills and methods to guide individuals or groups to accomplish objectives; ability to use appropriate interpersonal skills and methods to reduce tension and resolve conflict
- Initiative: Ability to take action to achieve goals beyond what is required; ability to be proactive
- Interpersonal Skills: Ability to develop and maintain effective relationships with others in order to encourage and support communication and teamwork
- Monitoring Expertise: The ability to demonstrate depth of knowledge and skill in methods and tools used within the company
- Planning and Organizing Work: Ability to develop plans to accomplish tasks and objectives; ability to accomplish work using resources efficiently; ability to follow instructions through a standard work process; ability to monitor or regulate those procedures, tasks, or activities
- Research: Ability to review and study relevant information from various sources to develop actionable information
- Exceptional listening, analytical, and communication skills (written and oral)
Internal Interactions:
- Telesales Manager
- Sales Trainer
- Sales Agents
- Product Owners
- Management team
- IT
Minimum Requirements:
- Matric
- Complete or partial tertiary qualification is essential, preferably in the areas of law, HR or financial services
- Proven Quality Assurance experience is an advantage
- Sales experience is an advantage
- Minimum of 3-5 years of working experience.
- Computer literate
LexisNexis, a division of RELX Group, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact [email protected] or if you are based in the US you may also contact us on 1.855.833.5120.
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