Quality and Process Analyst D

2 weeks ago

Johannesburg, Gauteng, South Africa FirstRand Full time
About us, purpose, experience and qualifications

about us:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

purpose:

experience and qualifications:

  • Minimum Qualification
  • Relevant NQF level


 Preferred Qualification
  • BCom or BSc
  • Experience 2 to 3 years QA experience in managing call agent assessments or 2 years experience in analysis, identifying trends, business operations,speech analytics
    additional requirements:
  • No Referral plan is assigned to this job BRIEF DESCRIPTION To facilitate quality delivery and ensure adherence to quality standards and to ensure implementation of identified quality methodologies and improvement initiatives.
Systems management, partnership management and quality management JOB REQUIREMENTS:

  • Facilitate quality delivery across the various teams by monitoring quality adherence and compliance to quality standards and ensure implementation of identified quality methodologies and improvement initiatives.
  • Provide Continuous Improvement Reporting by analysing current processes, procedures and system functions and actively seeking points of inefficiencies.
  • Continuously assess performance, provide timely and clear feedback and request training where appropriate.
  • Act responsibly with work related resources in order to contribute to cost containment.
  • Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.
  • Build and maintain stakeholder relationships.
  • Maintain, analyse and audit phrases, topics, call reasons and trends using speech analytics.
  • Maintain Business Solution Partnership to assist business decisionmaking.
  • Maintaining the fusion system by ensuring all system issues are logged and tracked, resulting in fixes and enhancements.
  • Attending Fusion testing and reporting on the outcomes of such testing.
  • Ensure the dissemination of all relevant quality trends/information/notices/processes and updates to the contact centre via various media channels.
  • Perform service recovery functions in order to assist in achieve 9+service rating.
  • Comply with governance in terms of legislative and audit requirements by managing and preparing all Audits, follow up and finalization of all audit exceptions for the business units

COMPETENCIES:

  • Good understanding of the eBucks rewards program'
  • Precise, systematic and ruleoriented in gathering, reviewing and evaluating data from a variety of perspectives; includes the ability to work with precision and highlight inaccuracies and inconsistencies in detailed information
  • Cuts to the core of issues and applies effective analysis, logic and creativity to identify and implement solutions
  • Use verbal and nonverbal communication skills to influence an audience and negotiate acceptance of proposals, plans or ideas
  • Anticipates, recognises and meets the needs of internal and external customers, taking responsibility for maintaining the highest service standards and developing and sustaining productive client relationships
  • Works well with others to achieve shared goals
  • Motivated to ensure the highest standards of quality and productivity are consistently maintained

ADDITIONAL DETAILS:

Experience - 2-3 years QA experience or 2 years' experience in analysis, identifying trends, business operations, speech analytics, Complaints management systems and Rewards experience.

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