Quality Analyst
2 weeks ago
- Jobs by Location
- Job by industries
Job purpose:
- Responsible for monitoring calls and email responses to assess agent's demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures to ultimately improve quality of performance in the contact center ("Hearing Hub").
Minimum education (essential):
- Matric
Minimum education (desirable):
- Call Centre Certification
- Quality Assurance Certification
Minimum applicable experience (years):
- 5 years
Required nature of experience:
- Quality Assurance in a call centre
- Training facilitation
- Customer interaction
Skills and Knowledge (Desirable):
- Quality Assurance - analysis and interpretation of calls and text based communication methods
- Customer relationship management system
- Coaching or training experience
- Call Monitoring
- Quality Assessment
- Feedback and coaching
- Process Analyze
- Process Improvement
- Training and Development
- Quality Reporting
- Compliance
- Customer Feedback Analysis
- Stakeholder Communication
- Customer Service jobs
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