Quality Analyst

2 weeks ago

Cape Town, South Africa amplify5 Full time

Exciting Opportunity for an All Star to join the UK client Leaders in aiding the development of the department. We are looking for our next Quality Analyst.

**What will you be doing?**
- Ensure compliance with company quality standards on all contact channels while monitoring key performance metrics to improve call quality.
- Analyse contact data to generate valuable insights to predict customer trends.
- Track key quality assurance metrics for improvement strategies.
- Develop and improve knowledge of products and knowledge of call Centre performance and functional requirements.
- Contribute to call calibration sessions to evaluate agent performance.
- Identify lapses in agents’ performance and provide constructive feedback for improvement.
- Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies.
- Hands-on experience working in call centre quality assurance or related roles.

**Non
- Negotiable Requirements**:

- Must have a working smartphone device to complete 2 step verification when necessary.

**Qualifications**:

- Matric (Completed)

**Experience**:

- 12 Months QA experience.
- 12 Months Insurance experience.
- 2 Years unbroken international BPO experience.

**Skills and Competencies**:

- Coaching Experience within contact Centre
- Data Analytics/ Reporting experience & exposure
- Willing to work shifts - **Rotational UK shifts.**
- Proven performance track record
- Intermediate Excel knowledge
- Ability to commute/relocate.
- Strong attention to detail
- Analytical skills
- Problem-solving aptitude
- Telecommunications Skills

**Benefits**:
**Salary**: R10 000,00 - R15 000,00 per month

Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

In return you will work for a dynamic business, that values its people, and puts them and our customers at the heart of everything we do. Want to help shape our rewards and recognition? Join our engagement team Want to take an early finish, on us, on your birthday? Get out and enjoy yourself Your voice will truly be heard, as we commit to build a true, people first business.

**Are we a match?**

**Job Types**: Full-time, Permanent

**Salary**: R10 000,00 - R15 000,00 per month

**Experience**:

- International BPO: 1 year (required)
- Quality Analyst: 1 year (required)
- Insurance experience: 1 year (required)

**Job Types**: Full-time, Permanent

**Salary**: R10 000,00 - R15 000,00 per month

**Experience**:

- International BPO: 1 year (required)
- Quality Analyst: 1 year (required)
- Insurance: 1 year (required)

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