Call Center Quality Assurance Officer – MRI Botswana Limited

Call Centre, Call Center
Gaborone
October 8, 2022
Full Time Contract

Job Description

MRI Botswana Limited is a citizen-owned private company providing a variety of services including emergency medical assistance and pre-hospital care, emergency medical training, contact centre solutions, integrated primary healthcare services, and pharmaceutical services. The company is looking for suitably qualified, experienced, self-driven and dynamic professionals for the following vacant position tenable in Gaborone.

CALL CENTRE QUALITY ASSURANCE OFFICER

Main Purpose of the Job

Reporting to the Call Centre Manager, the Call Centre Quality Assurance Officer will be responsible for ensuring the proper running of the Call Centre.

Key Performance Areas

  • Contributing to the formulation and development of the departmental strategy with the day-to-day operations in the call centre.
  • Contributing to the formulation of training needs by providing call centre with accurate information that enables them to identify the right programs for upsWIing the call centre staff.
  • Supporting call centre operations by providing accurate information on call standards, which will be used to make decisions that can Increase efficiencies in the business.
  • Implementing processes for quality assurance and management of risk.
  • Measuring cal centre performance ogmu set standards and (acfcaong the achevemcnt of business stratege objectives and requrements.
  • Observing and providing call performance feedback and trend data to the Head of Prime Connect Team Leaders. Supervisors and/ or Agents.
  • Maintaining the relevant documentation of all performance monitoring activities.
  • Summarizing and collating case-related information where necessary for the attention of the supervisor
  • Helping to maintain company service by monitoring service standards and communicating service failures to the relevant Authorities.
  • Monitoring adherence to relevant call centre policies and procedures.

Qualifications and Relevant Experience

  • A Bachelor’s Degree in business management or related field
  • Post graduate qualification m Learning and development or quality assurance
  • Experience in customer service and business development
  • Minimum of 3 years’ experience m call centre environment
  • In-depth understanding of the Business environment product services, and quality assurance

Key Competencies & Skills

  • Excellent communication skills
  • Report Writing skills
  • Customer Service skills
  • Critical decision making skills
  • Interpersonal sensitivity
  • Planning and organizing
  • Analytical skills
  • Teamwork and collaboration
  • Technologically savvy

Only applications inclusive of a cover letter, resume and certified certificates will be accepted via the following email address:

ATT: Head of Human Resources Email: [email protected]
Closing Date: 12 October 2022. Note that only shortlisted candidates will be responded to.

Location

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