Quality Analyst

2 weeks ago

Durban, South Africa Webhelp Full time

Opportunity awaits a diligent, highly organised and motivated Quality Analyst to join our team in Durban on an exciting campaign.

A critical eye for detail is essential in this seconded 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.

You’ll be joining our fun-loving global community of more than 100,000 passionate people who work across 190 locations in over 50 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.

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
- Minimum 12 months’ tenure at Webhelp
- Applicants need to be in their current role for at least 6 months in order to be considered for this role
- 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)

Please note that the appointment will be made in line with the Company’s EE Plan.

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 to join our collaborative team of game-changers today.

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