QA Analyst

3 days ago

Durban, South Africa Centrevo Full time

**Purpose of the Job**:Is to fold supporting the business in undertaking independent quality assurance checks on agent’s work delivered across voice and digital channels as well as capturing insights around process performance and customer behaviour that can be used to drive improvements. The role holder will work using campaign specific scorecards and will undertake thorough end-to end checks on agreed sample levels, accurately capturing information to ensure that the data is 100% reliable to be used for reporting and analytic purposes. There will also be a requirement to proactively share findings with operations management and to undertake some ad-hoc agreed coaching to support Agent development.

Undertake agreed work sampling levels using identified insights to target improvements at process and agent levels.

Provide campaign management with reporting / analysis and ad-hoc coaching

**Qualifications and Experience**:

- Matric (min)
- 2 years QA experience gained in a similar role - ideally supporting complex campaigns (min)
- FAIS accredited.
- Previously audited Insurance campaigns or has insurance background.
- Familiar with data and root-cause analysis (ideally)
- Experience of accessing and reviewing data captured within the NPS / CEX process to understand opportunity (ideally)

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