Call Centre Quality Management

Personal details

Identity number: 740**********

Drivers license: Yes

Other Languages: Afrikaans

Availability: 30 days

QA/Performance Manager – November 2022 – date. VVM

1.Quality Management

Manages overall quality processes and assumes accountability for the call centre quality management practices, ensures that the standards of the organisation’s Quality Management Framework are applied and managed effectively within the call centre.

Establishes and implements programs for quality improvement, and successful measurement criteria.

Lead the administration and enhancement of the Quality Monitoring Program to meet the needs of VVM, its customers, and its employees.

One, 1 on 1 Must be done per QA assessor per week, documented, date stamped and signed by the QA assessor and the QA Manager.

Identifies and escalates risks and quality issues in order to resolve them as efficiently as possible.

2.Quality Control

Conducts regular call collaboration sessions within the call centre to ensure an understanding of quality standards and requirements.

Conducts regular calibration sessions to ensure the validity and reliability of quality evaluation results within the QA department

3.Reporting

Facilitate daily meetings with QA and Team Leaders to discuss the daily collections strategy and campaigns that will be worked. Provide feedback / updates to QA and Team Leaders on any issues raised the previous day. Update the Audit File accordingly. Activate campaigns to ensure maximum efficiency.

Meets with the Operational Management team regularly in order to provide feedback on quality performance trends and focus areas

4.Analysing evaluation results in order to identify key priorities and aligns the quality programme and coaching activities to assess and develop identified areas.

5.Conducts regular audits to ensure validity and reliability of quality evaluation results.

6.Dispute Resolution

Ensures disputes and complaints are effectively managed and tracked by updating the complaints reporting indicating the type of complaint and the outcome of the call evaluation

Manage conflict by ensuring fair and professional conflict resolution session is facilitated. Unbiased decision-making and effective communication is done throughout the process and is well documented.

Foster healthy fair and professional relationships with agents, peers and Management, that will include healthy staff attrition.

Manage and address any escalation raised pertinent to the business that includes but is not limited to agents, Team Leaders, Management, debtors, clients.

7.Highlights quality assurance results to operations team

8.Provides recommendations on the action to be taken in order to improve quality assurance results/performance

9.Tracks progress made by the call centre in the implementation of recommended actions

10.Develops and delivers report s to meet the call centre and client’s requirements

11.Identifies, establishes and conducts reporting and analysis on call centre interventions

12.Coaches and provide ongoing support to team of Quality Assessors

13.Listen to 2 calls per day that a Quality assessor audited and coached, in line with improving the agent/ Team Leader/QA assessor and portfolio performance, followed up by signed coaching session with the QA assessor. The daily meetings must be minuted and placed on the Audit File daily. Manage the daily timekeeping and attendance report. Manage the QA assessor’s timekeeping and attendance by making clear comments on late coming and attendance.

14.Manage performance documents, personal development plans providing regular feedback on performance to quality assessors

15.Develops performance promises for all Quality Assessors, conducts monthly, midyear and annual reviews

16.Manage House Keeping requirements to ensure clean and tidy work environment, aircons, PC’s and lights are switched off at the end of the last shift and alarms are activated.

17.Living the VVM Core Value and “WE CARE”.

18.Live and demonstrate the company’s values by setting the example to always be professional, perform duties with passion, show integrity, respect, and collaboration.

August 2019 – November 2022 Agility Health

Call Centre Supervisor/ Technical support

Compile all the necessary reports to ensure that activities, performance and deviations are reported on a daily, weekly and monthly basis within the agreed time lines

Attendance Register - Daily (10 am)

SLA Report (Sent Daily before 9am)

Line testing (Sent Daily at 7:30)

Email box testing (Sent Daily at 7:30)

Overall Monthly Performance stats to be submitted by the second working day of the month

Stats reports for the call centre sent daily to Operations Manager.

Investigating pc issues and reporting them on query system.

Setting up of SMS campaigns that are sent to member via the SmartZ system.

Running the whatapp campaigns from the SmartZ system.

Providing whatapps stats Operations Manager every day.

Providing agent stats on a daily basis.

Setting up of agents PC to work from home and making sure all programs are in working order.

Assisting agents with inquires

Phone members back with feedback on their queries

Solving queries on first contact wherever possible

Working with key accounts managers query’s and providing

feedback to member and key accounts manager

Compiling of workflows

Sending out daily workflows to agents and management

Sending out agent stats,call centre stats and shortfalls

Weekly QA & ONE ON ONE sessions done with agents

Monthly QA & ONE ON ONE sessions done with agents

Results of weekly and monthly QA & ONE ON ONE sessions

March 2014 - July 2019 Universal Health

Call Centre Supervisor

Working on Umvuzo Health members

Answering of calls

Assisting agents with inquires

Phone members back with feedback on their queries

Solving queries on first contact wherever possible

Working with key accounts managers query’s and providing

feedback to member and key accounts manager

Additional duties :

Compiling of workflows

Sending out daily workflows to agents and management

Sending out agent stats,call centre stats and shortfalls

Weekly QA & ONE ON ONE sessions done with agents

Monthly QA & ONE ON ONE sessions done with agents

Results of weekly and monthly QA & ONE ON ONE sessions sent to call centre manager.

Compiling of contingence plans to maintain SLA’s with clients

CRM upgrades & updates tested and feedback given to management when implemented

Monitoring of call centre stats during the course of the day

Monitoring of call centre inbound Queues

Co-ordinating of agents to relevant Queues where and when needed.

Experience

November 2011 – March 2014 VVM

Call Centre Supervisor

Responsible for a team of agents

Doing KPI’s of Agents

Responsible for Quality Assurance for Agents

Updating of Daily and Monthly Statistics

Signing off of attendance register

Doing one on ones with Agents

Responsible for daily loading of campaigns for team

Confirming that all agents are on the dialler

Responsible for all Human Resource issues for team

Making sure that the teams daily, weekly and monthly targets are met

Weekly meetings with agents to make sure that they are meeting requirements

Reporting to call centre manager on a daily basis regarding performance

Making sure that client requirements are met at all times

Working on systems C4,Avaya, CAS and CPB

Making sure that all team files are up to date at all times

Attending hearings and disciplinary when required

Screening of agents calls on a regular basis to confirm that they will meet QA requirements

May 2008 – November 2011 GSK

Order Coordinator

Assisting clients and or Reps with their queries telephonically

Answering calls from Reps mainly

Phone members back with feedback on their queries

Processing of orders on JDE, SAP and AS400

Verifying Pricing between the Rep and the Key Account Manager

Coordinating of Orders with the logistics company and our clients

Coordinating of uplifts with logistics company and Rep.

Processing of faxed orders from Reps and Clients

Processing of Sample orders

Compiling of out of stock reports for Key Accounts Managers

Keeping record of all orders processed in hard copy.

January 2004 – May 2008 Prof-Med

Chronic claims Customer Care consultant

Assisting clients with their queries telephonically

Answering calls

Phone members back with feedback on their queries

Solving queries on first contact wherever possible

Assisting to walk in members

Loading of chronic meds on system

Confirmation of chronic meds on system

June 2000 – December 2003 Medscheme

Front Office Consultant

Customer care consultant

Assist walk in clients, suppliers and brokers with queries

Types of queries include: option changes, membership queries, contribution queries, claims queries

Processing of claims

Educating clients on their medical aids

Reconciliation of accounts

Confirming benefits

Loading of chronic meds on system

Claims pre assessing of accounts

Resolving query’s at brokers’ offices were required.

Going out with CLO to explain options changes and updates to

brokers

Customer Care consultant

Assisting clients with their queries telephonically

Answering calls

Phone members back with feedback on their queries

Solving queries on first contact wherever possible

Loading chronic meds on system

Explain options to members and contributions

November 1998 - May 2000 Status Medical Aid

Customer Care Consultant

Pharmacy assessing

Answering of calls

Assisting walk in clients

Phone members back with feedback on their queries

Solving queries on first contact wherever possible

September 1996 - October 1998 Northern Medical Aid

Customer Care Consultant

Pharmacy assessing

Answering of calls

Phoning back members and explaining benefits and alternatives

Walk in members - assisting with queries

June 1995 - April 1996 Electronics Consoles & Enclosures

Document Clerk

Making up manuals

Filing of documents

Filing of work orders

Filing of purchase orders and keeping of invoices

Invoicing of all products

Quality controller

Chasing of jobs

Faxing of all orders

Client call-backs

Customer complaints

Testing of paint samples

Testing of dip tanks

Switchboard services

Purchase ordering on windows and internet

Education

Additional Studies

General Smuts High School Matric /1994

Subjects:

Afrikaans

English

Mathematics

Fitting and Turning

Physical Science

Technical Drawing

IMP Course duration 2years 160 University Credits

NQF Level 5 (in progress)

References

Dr Gerrit Classen – Universal – (082-***-****

Ebrahim Seedadt – GSK – (082-***-****

Wilma Franch – GSK – (073-***-****

I am enthusiastic, and a hard worker. I work well under pressure. I am highly motivated, and get along well with my fellow workers. I am well organized. And have excellent client service and administration skills. I enjoy learning and believe in personal growth through education. I am able to learn quickly and enjoy a good challenge. I am also a believer in lateral thinking and planning ahead

Tel: 071******* Address: 4 Magalies Park, Radiokop, 1716

Pieter Mertin Venter

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