REPORTS TO: Contact Centre Manager
OBJECTIVES OF THE JOB
• To train and develop Contact Center Agents, monitor Contact Center Agents’ handling of Customer calls, and provide coaching for improvement.
• Assist the business in monitoring adherence to contact center quality standards
• Analyse and investigate customer product complaints for improvements
• Produce monthly reports on quality assurance of the contact center
QUALIFICATION
• Degree in Business Administration, Telecommunications Engineering, or equivalent qualification.
EXPERIENCE
• Three (3) years’ experience in the customer service area preferably dealing with Contact Center quality assurance for a Degree holder or 6 years’ experience for HND holder.
LEGAL CERTIFICATION / PROFESSIONAL MEMBERSHIP
• ISO 9001: Quality Management Systems; Auditing
• Customer Experience Management (CEM) certification
• Membership of a professional body e.g. American Society for Quality (ASQ)
• Train the trainer certification
If you fit the bill, kindly send your application, latest CV and certified copies of certificates and Identity document (OMANG) to recruitment@btc.bw
Kindly state the position that you are applying for as the subject. CLOSING DATE: 29th August 2024