Quality Assurance Analyst

**POSITION **:Quality Assurance Analyst**

**Location **:Braamfontein**

**Department **:Contact Centre**

**Reporting to **:Quality Assurance Manager**

**Mission of South Point**

South Point Management’s mission is to be a **_leading _**provider of **_clean, convenient, safe_** and **_affordable student _**accommodation **_nationally_**. We provide a springboard for students to realise their potential and aspirations by offering an inspiring space to learn, grow and make connections. In summary, an uncompromised environment and student life experience.

**GENERAL PURPOSE**

A multi skilled analyst that is responsible for both Quality Assurance and Customer Care.

The Quality Assurance Analyst is responsible for reviewing and auditing front line service incident data, written correspondence and telephone interactions along with reviewing and investigating customer survey responses.

The Quality Assurance Analyst is responsible for the overall quality of the customer interactions, making improvement recommendations to the Quality Assurance Manager and Operations Line Management and monitors the result of stated recommendations.

Deliver high performing teams through effective coaching and mentoring of front line staff. The role is also responsible for supporting and empowering the business operations to achieve the required quality outcomes.

The Quality Assurance Analyst position requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive work relationships; partnering with the Quality Assurance Manager, Front Line Support, Data analysts and Knowledge Management. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever changing environment.

Handling complaints; service failures and irate customers. Trouble shoot problems presented by customers, buy asking the correct probing questions to help you identify cause of discontent and provide resolution or information to the respective customer.

Provide end to end customer service recovery, to drive positive customer satisfaction and focus on maximizing and continuous improvements of customer’s satisfaction though detection of opportunities to serve the customer.

**REQUIREMENTS**:
**EDUCATION**:

- Grade 12
- NQF 5/6- business studies or equivalent

**EXPERIENCE & SKILLS**:
**Essential**
- 1yrs Quality assurance and coaching experience
- Good communication skills (written and verbal)
- Articulate, customer focused and possess proper telephone etiquette
- Strong telephone skills including inbound and outbound calls.
- Attention to detail
- Problem solving skills
- Interpersonal skills
- Excellent listening skills
- Analytical skills
- Administrative skills
- Negotiation skills
- Fact-finding ability
- Ability to multi-task and manage time effectively
- Proficient in MS office
- Ability to deal with irate customers
- Complaint handling
- Bi lingual
- Contact centre acumen
- Conflict management
- Quality & customer focused
- Influencing and persuading
- Overcoming objections
- Team player & can work independently
- Business process understanding
- Good communication skills (written and verbal)
- Excel skills: Intermediate
- Ability to motivate the teams
- Organized and methodical

**Desirable**
- Knowledge of customer service principles and practices

**Behavioural Dimensions and Skills required**
- Work well under pressure
- Ability to demonstrate diplomacy
- Adaptable to changing business priorities
- Self-motivated
- Good communicator
- Customer focus and adaptability to different personality types Ability to work unsupervised

**RESPONSIBILITIES**
- **Customer Care**:_
- Make outbound calls to conduct customer satisfaction surveys as per business requirement
- Manage and resolve customer complaints, as per resolution procedures
- Complaint handling
- Log tickets for customer queries; Data capturing
- Provide customers with accurate service information
- Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.
- Achieve individual and department targets
- Uphold the brand and the perception of the brand, when engaging customer’s by ensuring a consistent high quality customer experience
- Ensure that all response times and dates are captured accordingly and are available on the drive
- Identify and escalate priority issues through trend analysis to line managers
- Provide accurate feedback on progress, productivity and problems to front line teams and line managers
- Identify training gaps, knowledge gaps, and trends
- Make recommendations to the knowledge management team of all training requirements
- **Quality Assurance**:_
- Provide report of the team’s workload and performance, as per business requirement
- Identify areas of improvement in terms of service delivery
- Coach and mentor front line teams on areas of improvement
- Motivate & develop front line teams in lin