Senior Quality Analyst
56 minutes ago
Our client is looking to appoint Senior Analysts with at least 2 years experience:
**Responsibilities**:
Extract and manipulate data/stats/information for analysis required by the business
conduct assessments using the Quality Framework methodology
Assess telephonic and written interactions with customers.
Provide feedback and coaching to Agents when applicable.
Call listening & Calibrations
Recommend Agent interventions which drive continuous improvement
Identify Business Failures and escalate to improve business performance
Conduct investigations on escalated queries and complete findings on investigation
Conduct analysis exercises and participate in projects which drive continuous improvement
Provide insights on analysis completed on Agent assessments and identify the business opportunities weekly and monthly reports to Quality Manager.
Deep dive investigation on root cause and / or specific investigations identified through call centre
Provide reporting on Agent related concerns to Team leader and or Training department to address the concerns
Provide reporting on Business related concerns to Business to address the concerns
Assist with continuous departmental and skills process improvement(s) and/or ad hoc requests
Create and present data using MS Office Tools
Identify and be involved in implementation of automation initiatives
**Experience**:
- Education:
- Matric
- A relevant Degree/Diploma or 3 yrs. experience in Quality management frameworks
- 2yrs Experience in Business analysis / Business Improvement/ Data analysis
- Customer Experience methodologies
- Agile methodology
Shift availability:
- Day Shift (preferred)
- Night Shift (preferred)
- Overnight Shift (preferred)
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