Tech Officer: Quality Analyst

7 months ago

Centurion, South Africa BCXP Full time

Business unit, Department, Reporting
Business Unit
Cloud Platform Solutions
Department
Customer First Centre (CFC)
Reports To

**Ops Manager**: SDS Quality Assurance
Grade
OP1 Core Description
Act as one of the primary Customer and SIM liaison for the CFC environment. Responsible for Quality Coordination, pro-active assessments tracking of CFC SLAs and KPIs including the management of Service Improvement plans related to the CFC on bigger or more complex customers. Responsible for the accurate and timely delivery of customer required daily, weekly and monthly QA reports including the daily month to date measurements. Key Deliverables / Primary Functions
Join the Incident Management team in stand-up meetings. Prepare, lead, and escalate outcomes of the daily stand-up incident management meetings with all support groups and service providers for allocated customer/s
Ensure Helix user profile data accuracy through daily assessments of newly created profiles and ITSM Hard Bounce Report received daily.
Quality assessments of agents and resolvers and the execution on quality related tasks including escalation of the need for couching/counselling to the relative manager
Provide information to the Operations Managers to address process non-adherence and escalate if appropriate action was not taken
Obtain CFC related contract information and understand the context thereof.
In depth CFC customer contract understanding and management
In depth understanding of the CFC Base processes, the ability to implement these processes as well as perform monitoring of adherence to the processes after implementation
Ensure changes to current operational processes are related to the applicable measurement/s
Manage Service Improvements and service alignment initiatives
Store all customer related documents on the MS Teams folder
Implement new / changes to CFC related services in allocated customer environment
Drive the knowledge management process in allocated customer base
Analyse operational reports data to identify and provide input to solving operational challenges
2 years’ Service Desk Agent experience PLUS 2 years’ experience in interactive ticket management/incident management and report analysis.
Strong Excel proficiency Certifications A+ N+ Professional Memberships in Relevant Industry Level of Engagement & Span of Control Special Requirements / Employment Condition Valid Drivers license Required to travel locally Ability to work multiple shifts Workplace / Physical Requirements Full-time Office Based position. Billable

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