Quality and Process Analyst
10 hours ago
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**:
**responsibilities**:
- Provide Continuous Improvement Reporting by analysing current processes, procedures and system functions and actively seeking points of inefficiencies
- Continuously assess own performance, seek 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
- Provide speech analytics support to other Business Units
- Maintain Business Solution Partnership to assist business decision-making
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