Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africas biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And thats 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 lets reach for the stars.
We have an amazing opportunity for a Quality Assurance Coach to be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?
The successful candidate will be responsible for monitoring and evaluating customer interactions to ensure adherence to company policies, quality standards, and service excellence. This role involves assessing contact (email, chat, voice & other) quality, providing feedback to agents, and identifying areas for improvement to enhance overall customer satisfaction
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
- 1-year Customer Service Experience
- 1-year Quality Assurance Experience.
- Degree/Diploma in related field.
- Coaching and analysis experience.
- Ad hoc listening to call recordings in line with QA scorecard to ensure that ratings are accurate
- Monitor and evaluate customer interactions (calls, emails, chats) for quality and adherence to company standards.
- Calibration participation and attending to help align self and others with QA standards.
- Collate QA reports and statistics for the campaigns, highlighting trends and training opportunities.
- Work closely with the contact centre training division to convert training insights into learning and development modules in Moodle.
- Identify trends and effectively alert the respective departmental management team
- Assist in developing and updating quality assurance guidelines and procedures.
- 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
- Strong Quality Focus
- Good coaching ability
- Customer Service Excellence.
- Exceptional reporting skills.
- Attention to detail
Please note that only applicants who meet the stipulated minimum requirements will be considered.
If you have not received a response within 30 days, please consider your application to be unsuccessful.
