Quality Assurance Analyst
1 week ago
The Quality Assurance Analyst is responsible for the measurement of compliance with established agent behaviour expectations. The analyst must provide measures to assist management in determining the customer’s overall experience with the contact event. They are also required to identify areas of service improvements and drive customer experience improvement initiatives for the business based on QA findings, while coaching agents for success in executing superior service to customers.
EDUCATIONMINIMUM QUALIFICATIONS
- Matric and/or NQF Level 4 Qualification
- Quality Assurance Qualification (Assessor, Moderator and Coaching)
**DESIRED/ PREFERRED REQUIREMENTS**
**EXPERIENCE AND KNOWLEDGE**
**MINIMUM REQUIREMENTS**
- Minimum of 3 years of financial industry experience in quality control or similar role
- Minimum of 3 years’ Client Services / Call centre experience
**DESIRED/ PREFERRED REQUIREMENTS**
- Online ticketing system knowledge - Advantageous
- Coaching experience - Advantage
- Language proficiency in English and other
- Must have the ability to work independently, manage workload and meet the required deadlines and targets.
INDUSTRY EXPERIENCEMinimum of 3+ years' experience in the financial services sector
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