QA Analyst

2 weeks ago

Durban, South Africa Centrevo Full time

**Purpose of the Job**:
Primarily to provide independent quality assurance checks on agents work delivered across voice and digital channels, although predominantly within Telco campaign. The role holder will work with key stakeholders (internal and client) in designing, implementing and further improving quality frameworks to ensure they measure agreed contractual and quality dimensions.

Undertake agreed work sampling levels using identified insights to target improvements at process and agent levels.

Provide campaign management with reporting / analysis

**Minimum Qualifications and Experience**:

- Matric
- 2 years QA experience gained in a similar role
- Familiar with data and root-cause analysis
- Reporting (using Microsoft Excel, Word and PowerPoint)

**Responsibilities**:

- Design and implementation of QA scorecards
- Analysis of QA findings and further improvement of QA scorecard
- Undertake measurement of agreed work sample volumes, recording and scoring against scorecard dimensions (including critical to quality / compliance)
- Undertake analysis of finings (including root cause), providing reporting at campaign, agent and work process levels making recommendations for improvements - share with management and stakeholders.

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