Coordinator Services & Channels CX Improvement Full-Time

Role purpose:

Key accountabilities and decision ownership: 

• Selects, analyses, and evaluates services to ensure the efficient operation of the channel;
• Setting targets and monitoring KPIs;
• Resolving escalated quality issues through investigations, root cause analysis and audits;
• To ensure that Coaches and Trainers follow the appropriate assessment guidance for the qualifications being delivered – tested through verification and observation;
• Develops, implements, and maintains quality assurance activities;
• Works on issues of diverse scope, where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends;
• Compile reports defining the overall performance and customer satisfaction levels;
• Coordinates the operation of the organization’s total quality management program;
• Identifies the interface of key activities within and between the functions of the organization;
•  Maintain proficiency in service level requirements for all channels;
• Facilitate calibration sessions to ensure expectations are being met and calibration is in alignment;
• Participate in the development and/or delivery of recurring training for all appropriate channels;
• Adhere to and support Quality Assurance Policies and Procedures.

Key performance indicators: 

• Thorough understanding of Call Centre operations;
• Interpersonal and active listening skills to achieve customer satisfaction and departmental communication standards;
• Previous people management experience;
• Familiar with problem solving and root cause analysis;
• Ability to work independently;
• Motivated, goal oriented, persistent and a skilled negotiator;
• High level of initiative and works well in a team environment;
• Excellent organizational, time management and prioritization skills;
• Must be able to interact effectively with all internal departments and representatives.