Quality Analyst Lead

2 weeks ago


Durban, KwaZulu-Natal, South Africa Ison Xperiences Full time

Quality Analyst Lead

  • 2+ years of work experience with as Quality Team Leader in DTH/Telecom BPO (Inbound /Outbound)
  • Sound knowledge of MS Office (Specially Excel, Word and PPT)
  • Knowledge of all QC Tools like Pareto, Six Sigma. FMEA, SIPOC etc.
  • Should have managed team of 10 QAs at least
  • Sound knowledge /Expertise on outbound Sales /activation /lead generation
  • Strong KPI Management such as CSAT, NPS, Call Quality, Repeat, AHT etc
  • Expert in designing customer objection handling /Rebuttals
  • Strong supervisory skills with an eye for detail. Result Oriented.
  • Excellent written and verbal communication skills in English.
  • Organized and Methodical.

Roles and Responsibilities

  • End to end Quality Management of all processes (IB/OB)


Team Management
  • Managing a Team of Quality Auditors
  • Should have time and people management skills
  • Client/Stakeholder management to drive and influence improvement objectives


Quality Activities
  • Documentation for Transaction Monitoring
  • Facilitate the sharing of best practices and implement them and drive performance benchmarkingKeeping Track on Process Trends
  • Can identify process end to end and identify improvement opportunities basis broken links
  • Analyze and Report Trends in Agents/Process performance
  • Implement corrective action plans as and when required
  • Participate in quality systems improvement activities using six sigma methodologies
  • Recommend initiatives to improve transaction Quality through new quality tools and Motivational


Dip check compliance
  • Weekly basis


Calibration compliance
  • Weekly basis
  • Weekly and Monthly reports
  • Weekly and Monthly basis
  • Identify bottom Quartile and steps to improve them.
  • Analyze and Report Trends in Agents/Process performance

Minimum Qualification

  • Matric
  • Graduate, Preferably a Post Graduate

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