Quality Analyst
1 day ago
**Duties**:
- Complete end-to-end agent assessments in order to ensure that the customer’s experience with the Call Centre results in First Call Resolution and tNPS
- Coach and feedback to agents to ensure improvement.
- Support the Team Leaders and Supervisors with feedback, urgent call traces, trend analysis and other ad-hoc support functions.
- Attend Quality Framework calibrations and team meetings
- Perform and report Gap/ Trend Analysis
- Publish detailed reports on Qualitative KPI’s
- Develop detailed action plans based on analytical trends and call analysis
- Able to find process gaps and trends for improvement suggestions
- Ensure that KPI methodologies are correct
- Draw KPI performance trends on all levels based on raw data
**Requirements**:
- Matric
- Criminal & Credit clear
- A relevant Degree/Diploma or 3 yrs. experience in Quality management frameworks
- 2yrs Experience in Business analysis / Business Improvement/ Data analysis
- Customer Experience methodologies
- Agile methodology
**Job Type**: Permanent
Ability to commute/relocate:
- Bellville, Western Cape: Reliably commute or planning to relocate before starting work (required)
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