Quality Analyst

**Duties and Responsibilities**

**Responsibilities**:

- Monitor calls on a daily basis and provide constructive feedback to our agents.
- Create reports on a weekly/monthly basis for management reporting.
- Play an important role in achieving team targets.
- Coordinate with the respective Team leaders/managers regarding associate performance on quality.
- Ensuring quality audits are done as per defined frequency.
- Identify the training requirements of the agents and suggest the same to the training team.
- Initiate and organize process improvement methods and techniques.
- Weekly coaching of agents to ensure adherence to KPI performance & to manage outliers to drive a solid team based performance.

**Experience and requirements**:

- 2-3 years Proven experience as a Quality Analyst or similar role in an inbound service environment.
- Ability to develop, maintain and improve quality system standards, procedures and controls
- Knowledge of role based performance scorecards as well as the design of process performance scorecards.
- Ability to develop, maintain and improve quality system standards, procedures and controls.
- Error analysis and root cause conduct RCA’s/studies to identify reason for customer dissatisfaction / process failure and suggest actions.
- Experience in conducting regular performance review of quality objectives/targets/metrics to ensure its suitability/ adequacy and effectiveness for internal teams and clients.
- Data analysis with strong analytical skills with an ability to draw conclusions from data.

**Characteristics**:

- Strong analytical skills.
- Empathy & good communication skills.
- Independent & solid problem solving skills.
- Comfortable with performance management & accountability.
- A strong people manager with an eye for detail.

**What we offer**:

- Vibrant and growing working environment.
- Open and no-nonsense culture.
- Independence and freedom to organise your work as you see fit.
- Great clients to work for.
- Above average compensation & benefits.

**Salary**: R1,234.00 - R12,345.00 per month

Ability to commute/relocate:

- Paarden Eiland, Western Cape: Reliably commute or planning to relocate before starting work (required)