CX Associate

The purpose of this role is train, coach and evaluate agents interactions, ensuring the agents are ready, prepared and deliver exceptional customer experiences. 1. Training Delivers induction, product, systems, and customer experience training to agents Deliver refresher training as required Creates a training environment conducive to providing the best possible learning experience Ensures completion of learning assessments and provides relevant feedback 2. Quality Evaluations Monitors and evaluates agents client interactions against the agreed methodology. Identifies areas of strength, development, and process improvements. 3. Coaching Provides coaching in a confidential setting to improve and/or maintain service, minimize errors, and capture coaching feedback onto the relevant system 4. General Operates within agreed work schedule and meet quality standards independently. Remain relevant through call taking and/or listening. Do floor walking and agent support during OJT (on-the-job training). Facilitate calibration and/or voice of customer sessions. 5. Administration, Record Keeping and Reporting Accurately record training and coaching interventions Provides feedback on training material updates required Provides quality reports per the business unit requirements Matric or equivalent NQF 12 months contact centre experience Experience within a Training environment Experience with a Quality environment