Quality Analyst

3 weeks ago


Johannesburg, South Africa Cortez Executive Search (Pty) Ltd Full time

**Job Purpose**

Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards within the Contact Centre environment is achieved as per business requirements.
- Monitor transactions as per targets and guidelines
- Provide coaching and feedback to consultants following audits
- Prepare quality presentations and reports as per requirement
- Collecting and analyzing trends and patterns
- Review and analyze quality results to identify development areas
- Propose action plans based on findings for improvement and assist implementation in collaboration with Operations.
- Assisting CC manager Training Officer and HR Officer in identifying training needs for the agents and process level issues that can help improve performance
- Assist in the process in identifying the training needs for the agents
- Conduct/participate in calibration exercises on regular basis
- Handle incoming calls for process as and when required
- Participating in team huddles and providing brief on Quality performance in the process
- Brief new agents joining the process and explain how the quality functions operates in the process.
- Co-ordinate all process improvement initiatives
- Implement training programmes to maintain high standards of quality
- Provide detailed reports to Contact Centre Manager pertaining to quality
- Present a professional and favorable image of the company at all times.

**Job Specific Capabilities and Experience**:
***Essential: Matric

Diploma in Business Management

Strong operational experience focusing on customer service

Minimum of 2 years of work experience in a Call Centre environment as 2IC or assisting new agents

Desired: Bcom in Business Management

Technical Skills:
Proficient in Microsoft Excel, Microsoft word, Microsoft Power-point

**Key Skills and Competencies**
- ** **Flexibility to work in various shifts
- Knowledge about US culture desirable
- Knowledge on quality procedures
- Empathetic and Emotionally Intelligent
- Strong Process Knowledge
- Understanding of end-to-end processes and appreciation of critical parameters
- Effective coaching and good communication skills
- Time management and strong analytical skills
- Meticulous attention to detail
- Analytical
- Knowledge of MS Office Suite
- Self-initiated, drive and zeal for continuous improvement

**Person Profile**
- Self
- motivated and disciplined
- Ability to work under pressure
- Ability to communicate at all levels
- Proven verbal, written and telephonic skills
- Organised and methodical
- Team player
- High degree of flexibility
- Culturally aware
- Resilient and pro-active

**Job Context**
- International travel may be required.
- Required to work on public holidays.
- Required to work night shifts.


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