Service Excellence Expert

2 weeks ago

Cape Town, Western Cape, South Africa Ascensos Full time

We are currently recruiting for a Quality Analyst position to join our team in South Africa. As a Quality Analyst, you will play a crucial role in ensuring service excellence, process improvement, and customer satisfaction through quality assurance frameworks, coaching, and data-driven insights.

About the Job

This role offers a fantastic opportunity to develop your skills and knowledge in quality assurance, customer service excellence, and process improvements. Our comprehensive training program will equip you with the necessary skills to succeed in this role.

Your typical shift pattern involves 40 hours within the week, from 9am to 10pm Monday to Friday, on a rotational basis. You will work closely with our operations, training, and other departments to drive quality and process efficiency.

Main Responsibilities
  • Conduct quality audits (calls, chats, emails) to ensure compliance with our client's process standards and SLAs.
  • Drive calibration sessions with internal teams and clients to maintain consistency in quality evaluations.
  • Ensure compliance with KPIs, SLAs, and regulatory requirements while identifying areas for improvement.
  • Utilize QC tools for structured problem-solving and performance improvement.
  • Conduct Root Cause Analysis (RCA) on recurring quality issues.
  • Streamline customer journeys by eliminating inefficiencies and optimizing workflows.
About Us

We are a dynamic company committed to delivering excellent customer service and driving business growth. Our team is passionate about developing others and fostering a culture of continuous learning.

If you are passionate about delivering exceptional customer experiences and improving processes, we encourage you to apply for this exciting opportunity.

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