Quality Assurance Analyst

2 weeks ago


Johannesburg, Gauteng, South Africa iContact BPO Full time

About Us


iContact is a leading customer service BPO provider serving international markets, bringing with a proven pedigree in the multiple sectors we serve.


We build our solutions around our client's bespoke needs, delivering a professional outsourced customer service solution built upon the partnership approach to all that we do for our clients.

As a high-performance team, iContact brings cost-effective, quality solutions backed by leading edge technology and human engagements.

We are looking for Quality Assurance Analyst to join our organization in the BPO sector. The role of the Quality Assurance Officer is to Ensure that Organization's quality assurance procedures, specifications and standards are implemented correctly

Experience and skills required:

  • Atleast 1 year experience in a similar role
  • Excellent verbal, written and interpersonal communication skills
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Must be selfmotivator and selfstarter
  • Focus on quality and customer service
  • Exceptional listening and analytical skills
  • Solid time management skills
  • Must be able to effectively deal with people at all levels inside and outside of the Company
  • Creative ability & writing proficiency
  • Ability to multitask and successfully operate in a fast paced, team environment
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Ability to function in a night shift environment

Responsibilities:

  • Participates in design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • Provides feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Perform other duties as assigned.

Next Steps:

Job Types:
Full-time, Permanent

Salary:
R6, R9,000.00 per month

Ability to commute/relocate:

  • Johannesburg, Gauteng 2195: Reliably commute or planning to relocate before starting work (required)

Education:

  • High School (matric) (required)

Experience:

Quality Assurance Analyst: 1 year (required)

Shift availability:

  • Night Shift (required)


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