Quality Analyst Lead

2 months ago


Durban, 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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