Quality Controller: CSC
- Location
- Roodepoort, Gauteng
- Closing date
First listed . Last checked at source .
In brief
Overview This role is for a Quality Controller: CSC at Clover S.A. The primary responsibility is to ensure quality customer service for both internal and external customers, aligning with business standards. This involves monitoring and evaluating the quality of telephone calls (inbound and/or outbound), documenting quality issues and performance for management review, and providing information to support feedback and education processes for individuals on the phone. The role may also involve acting as a subject matter expert. What you will do The Quality Controller: CSC will undertake the following responsibilities: * **Support the CSC to improve call quality and customer experience:** This includes listening to and reviewing recorded and live calls, evaluating them against pre-defined criteria (scripts adherence, information accuracy, overall customer experience), facilitating QA calibration sessions with team leaders, telesellers, and the CSC manager. It also involves supporting continuous improvement of QA scores by providing information to team leaders for coaching, training, and development, facilitating service improvement projects, participating in setting QA objectives, and benchmarking Clover CSC standards against industry benchmarks. * **Compile and present reports:** Extracting and analysing data from telephony systems to create reports with actionable recommendations for improvement. Identifying trends, providing insights, implementing corrective actions, gathering customer satisfaction ratings from surveys for weekly management feedback, and preparing/presenting weekly reports on call quality performance, highlighting trends and areas for improvement. * **Perform training related functions:** Determining training needs, facilitating the implementation of training plans, conducting training for new employees and learnerships, creating and updating training material, providing constructive feedback to call centre agents, and conducting one-on-one coaching sessions to improve teleseller skills and adherence to quality standards. Requirements (from the original advert) * Relevant experience in applying job-related concepts, techniques, and processes at the required level (6-8 years). * Business English: Fluent. * Computer literacy: Intermediate. Who should apply The ideal candidate for this role should possess the following attributes, as outlined in the competencies section: * **Behavioural:** Able to coach and develop people, influence others, be proactive and action-orientated, and maintain high standards. * **Leadership:** Capable of building high-performing teams, leading and driving change for improvement, and demonstrating interpersonal effectiveness. * **Technical:** Possesses administrative capabilities, communicates effectively, and is customer-orientated. Deadline 9th October, 2026 Reference Original posting: https://www.myjobmag.co.za/job/quality-controller-csc-clover-s-a-proprietary-limited Source: myjobmag
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At a glance
- Customer service
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Job description
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