Quality Analyst

1 week ago

Durban, South Africa Webhelp Full time

**Job Advert**
If you’ve been waiting for an opportunity to grow in your Webhelp career then seize this moment and let your knowledge and skillsets shine.

Success awaits a diligent, driven and highly organised can-doer to join our vibrant team in Durban as a Quality Analyst working on an exciting campaign.

A critical eye for detail is essential in this role as well as analytical and problem-solving skills. You should have an interest in content and people and should be able to work well under pressure.

**What you’ll be doing**
- Calibrating evaluations, produce alignment measure and insight
- Providing direct feedback to evaluators to support improvement in alignment, agree SMART action plans, understand progress to plan and measure improvements
- Driving local quality calibration plan
- Conducting site calibration to ensure consistency across the business
- Supporting calibration accreditation initiative
- Supporting academy accreditation
- Completing complaint investigation and transcript requests
- Capturing continuous improvement opportunities and close loop through effective coaching
- Producing actionable insight and recommendations

**What you’ll need**
- Matric
- Ability to works shifts as per the campaigns requirements
- Ability to deliver feedback and effective coaching at Team Manager and Operations Manager level
- High level of attention to detail when calibrating evaluations
- Experience of the quality framework or working in a quality assured environment
- Strong facilitation and coaching skills
- Proven track record of achieving targets
- Previous or current quality experience (Advantageous)

Each Webhelper brings a different energy, passion, a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients.

After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity advance your career with our collaborative team of game-changers today.

Job Reference: SA02500

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