Service Desk Support - Coach

JOB PURPOSE

The purpose of the Technical Quality Assessor and Coach role is to maintain service quality through the monitoring and assessing of calls. The Technical Quality Assessor and Coach is responsible for generating data used to inform KPI (key performance indicator) feedback. Moreover, the Technical Quality Assessor and Coach is responsible for identifying the development arrears for Service Desk Interns, Systems Technicians and Systems Engineers. In Addition, it is the task of the Technical Quality Assessor and Coach to uphold the quality guidelines within the Service Desk department by tracking call compliance and promoting continuous improvement. Finally, the quality assurer and coach participate in the assessment and reporting of SLA conformance.

KEY RESPONSIBILITIES

CALL ALIGNMENT, EMAIL REVIEW AND RATING (30%)

• Ensure that feedback to customers is meaningful and correct.

· Routinely audit and rate calls by paying careful attention to telephonic conformance, incident management and record keeping.

· Effectively record call quality rating and compile daily, weekly, and monthly reports

• Periodically compare customer call-records against Stowe-records and escalate/resolve discrepancies.

· Spearhead call interventions by naming trends in errors and policy nonadherence.

· Strive for continued improvement by championing quality.

· Regularly review email correspondence of Service Desk Interns, Systems Technicians and Systems Engineers and supply ratings, assessing for, email conformance and incident management.

· Analyse and report on trends

o Call volumes

o Call patterns

o Staff productivity

· Performance reporting

o Report on inefficiencies and inaccuracies

o Perform quality checks.

o Function as subject matter experts and make recommends for operational improvements

REPORTING (25%)

· Compile reports adhering to the internal reporting protocol and branding guidelines.

· Collate and write quality monitoring reports to clients.

· Complete daily performance reports and share with Team Leaders, Service Desk Managers, HOD (head of department)

· Maintain and send a weekly and monthly performance report to the management team.

CUSTOMER SERVICE, SERVICE LEVEL VALIDATION AND AD HOC ANALYSIS (20%)

· Ensure that client feedback is exact and timebound.

· Ensure that all client engagement is clear, tactful, honest, and professional.

· Follow through on client commitments made.

· Routinely prepare service validation and sign off report.

· Sample and assess final telephony SLA status for calls within the current cycle.

· Periodically evaluate telephony service level conformance against contractual obligation for Line1 and Line 2 teams.

· Compile telephony SLA reports for the Service Delivery Department when necessary.

PREFORMANCE FEEDBACK AND TRAINING NEEDS (15%)

· Periodically supply performance feedback to Team Leaders of Service Desk Interns, Systems Technicians and Systems Engineers performance.

· Aggregate performance trends and conceptualize initiatives to drive continuous improvement.

• Perform data analysis which informs the implementation of process improvements, resource allocation and employee recognition.
• Assess Service Desk Interns, Systems Technicians and Systems Engineers tickets/cases and their adherence to the internal ticket/case logging protocol.

· Conduct analysis of training needs for the various Service Desk Teams

• Professionally respond to and aid with all customer queries through call transcription and investigations.
• Regularly report on issues of nonadherence and transgressions of the Service Desk

POLICIES AND PROCEDURES (5%)

· Adhere to Stowe’s company policies and procedures code and regulations.

· conform to the reasonable instructions of any employee in authority over yourself, which is not stipulated in your job description.

· Familiarize yourself with relevant policies and procedures pertaining to the role.

· Demonstrate consistent application of internal procedures.

COMPENTENCIES / SKILLS REQUIRED

• Attention to detail.
• Prioritising
• Agility
• Initiatives and Self-motivation
• Interpersonal relationships
• Professionalism
• Good written and verbal Communication skills
• Good time-management
• Technical skills

MINIMUM REQUIREMENTS

• Matric

· MS Excel and MS Word, intermediate/ Advanced

· Quality assurance / coaching certificate

· 2-3 years’ experience within a technical support/ customer service call centre environment

· Valid South Africa ID

Job Types: Full-time, Permanent

Pay: R10 000,00 - R11 000,00 per month

Experience:

• Service Desk/Call Centre Analyst: 2 years (Required)

Work Location: In person