Quality Assurance Analyst

**ABOUT THE ROLE**

As a Quality Assurance Analyst, you will play a pivotal role in delivering world class services to our customers. You will manage ticket chases to ensure timely and accurate updates across all tickets, contribute to our quality assurance processes, and conduct thorough ticket and call evaluations. Your strong communication skills will enable you to effectively interact with both customers and engineers, providing constructive feedback and training where needed to drive continuous improvement.

**Key Responsibilities**:

- Contribute to our Incident Management process by managing ticket chases, ensuring that all tickets have timely and accurate updates.
- Track and follow up on overdue tickets, ensuring resolution within agreed SLAs.
- Monitor and evaluate the overall quality of service delivery to ensure high standards are maintained.
- Develop and implement quality assurance processes and best practices to improve service quality.
- Conduct detailed evaluations of tickets and call interactions to assess adherence to quality standards and identify areas for improvement.
- Provide clear and constructive feedback to engineers on their performance, highlighting strengths and areas for improvement.
- Communicate effectively with customers who are upset or dissatisfied, addressing their concerns and ensuring a positive resolution.
- Gather customer feedback and use it to identify trends and areas for service enhancement.
- Provide training and guidance to engineers on best practices, quality standards, and areas needing improvement.
- Prepare regular reports on quality assurance activities, including ticket and call evaluation metrics, feedback, and training outcomes.
- Present findings and recommendations to management to support decision-making and strategic planning.
- The above responsibilities are not exhaustive and make up only those deemed as “Key”. Other responsibilities should be expected as per the needs of the business_

**The person**
- Experience in a quality assurance role within an IT support or service desk environment.
- Familiarity with IT support processes, ticketing systems, and quality assurance methodologies.
- Excellent verbal and written communication skills, with the ability to effectively interact with both customers and technical staff.
- Strong interpersonal skills, with the ability to provide constructive feedback and training in a professional and supportive manner.
- Ability to work in a fast-paced environment and handle multiple priorities.
- Keen attention to detail, ensuring accuracy and completeness in evaluations and reports.
- Dedicated to maintaining high levels of customer satisfaction and operational excellence.

**Package**
- ZAR 12,000 - ZAR 16,000 dependent on experience
- As agreed with your line manager, an office based shift matching below;
- 40 hours per week, Mon-Fri between 07:00 - 19:00
- Annual Leave of 25 days + UK/SA Bank Holidays
- 1x day Birthday leave per year
- Referral Bonus scheme
- 24x7 Confidential Support Line (health & wellbeing, counselling, family, legal, general advice, etc)
- Access to internal Mental Health First Aid Champions
- Free eye tests
- Medical Aid