This role plays an important part in our Quality Assurance process and aims to ensure that all sales and operational staff represent TSA and their clients in a manner that is compliant with internal standards, as well as individual client procedures and legislation.
What will a normal day look like?
You will manage opportunities from agent recordings and other data captured through TSA Way driven methods and processes, saving customers by understanding innovation points and offering value added solutions that will drive brand loyalty and advocacy. You will also be required to:
- Review of voice recordings or data sets as per the quality assurance schedule and brief.
- Assessment records completed via approved assessment methods
- Reports all identified opportunities via approved feedback methods and process
- Escalation of high severity non-compliance completed for all instances
- Accurate information reported
- To perform any other related tasks which may be necessary from time to time
