Quality Analyst

1 week ago

Cape Town, South Africa Webhelp Full time

**Job Advert**
If you’ve been waiting for an opportunity to further your career at Concentrix, then seize this moment and let your knowledge and skillsets shine.

We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries

Success awaits a diligent game-changer with a motivated mindset and a go-getter attitude to join our vibrant team in Cape Town as a Permanent Quality Analyst working on an amazing campaign.

This is a fantastic opportunity to gain practical experience to aid the next steps in your career and leverage your existing knowledge of quality processes and content moderation.

A critical eye for detail is essential in this Permanent role as well as analytical and problem-solving skills. We want team players who understand how to prioritise, people who can meet tight deadlines and communicate efficiently.

**What you will do in this role**
- Calibrate evaluations, producing alignment measures and insight
- Provide direct feedback to evaluators to support improvement in alignment, agree SMART action plans and understand progress to plan and measure improvements
- Drive local quality calibration plan
- Conduct site calibration to ensure consistency across the business
- Support calibration accreditation initiative
- Support academy accreditation
- Compile complaint investigation and transcript requests
- Capture continuous improvement opportunities and close the loop through effective coaching
- Support Team Leader group with delivery of agent performance improvement action plans
- Produce actionable insight reporting and recommendations
- Conducting 1st line/2nd line evaluation checks

**Concentrix is a great match if you have**:

- A matric certificate
- Minimum 6 months’ experience in contact centre environment
- A minimum of 3 months of experience working as a Quality Analyst or in a Quality Department using quality frameworks
- The ability to deliver feedback and effective coaching at a Team Manager and Operations Manager level
- A high level of attention to detail when calibrating evaluations
- Analytical skills, including knowledge of root cause analysis & actionable insight
- Can confidently work as part of a team or independently
- Strong facilitation and coaching skills
- Experience of working with customer metrics such as NPS, CSat
- A proven track record of achieving targets
- Clear credit, disciplinary and criminal records

**Concentrix is an equal opportunity employer**

**Eligibility to work**

In accordance with South African law, only applicants who are legally authorised to work in SA will be considered for this position and the appointment will be made in line with the company’s EE Plan.

Job Reference: SA03222

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