Call Monitoring Consultant, Location, Century City, Cape Town, Advertised By Agency, Job Type Full-Time. Call monitoring Agent/Consultant. Reviews agent calls and ensures company and department procedures are adhered to, insures adherence to agent script and formal processes. Recognizes and provides feedback on any breach in company protocol. Encompasses non-conformity, corrective and preventative actions.

Responsibilities: Monitor and review sales agents’ telephonic interaction with clients to ensure adherence to quality standards and compliance. Identify behavior that may place the company at risk. Identify high quality calls that can be added to the training and coaching database. Implement standards & processes and verify that all internal processes are followed. Make recommendations that will improve compliance within the company. Provide management with relevant feedback. Complete special projects, and miscellaneous duties as prescribed by Management. Attention to detail. Technical competency and expertise. Functional knowledge & understanding of regulations. Professional approach to successfully interaction with senior management/ colleagues. Analytical skills. communication, Active listening. Team work EDUCATION & EXPERIENCE. Grade 12 plus. 2 years’ experience in call monitoring.

NOTE: Never make payment to any employer, person, company, contractor or agency to get hired for a Job.

CV to: marchelle@myfuturecareer.co.za