Junior QA Analyst

2 weeks ago

Cape Town, South Africa 1-grid Full time

Company Profile

1-grid.com is a fast-growing web hosting company in Cape Town with an established customer base, acquired by recognised leaders in the internet services industry. We have the vision and resources to be the market leader in SA in the next 5 years; this vision is supported by an entrepreneurial culture that encourages innovation, collaboration, and top performance.

Job Purpose

The QA Analyst ensures that agents provide quality service in line with the organizational objectives. Optimized quality assurance increases agents' efficiency through behaviour modification, enhanced quality service to customers and improved closing rates through evaluation their performance, monitoring interactions and implementing strict QA measures.

Key Accountabilities & Duties

  • Performs call monitoring and provides trend data, quality reports, and feedback to Customer Support Team Lead
  • Reviews email responses to Members and provides trend data, quality reports, and feedback to Customer Support Team Lead
  • Participates in design of call / email monitoring formats and quality standards.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Participates in Member listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for agents.
  • Perform other duties as assigned.

Occupational Experience & Education Requirements

  • 18 months to 3 years Call Center Experience.
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Must be self-motivator and self-starter.
  • Focus on quality and customer service.
  • Exceptional listening and analytical skills.
  • Solid time management skills.
  • Must be able to effectively deal with people at all levels inside and outside of the Company.
  • Creative ability & writing proficiency.
  • Ability to multitask and successfully operate in a fast paced, team environment.
  • Must adapt well to change and successfully set and adjust priorities as needed.
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel) with exposure to Freshdesk and 3cx.

Knowledge, Skills & Attributes

  • Excellent listening, verbal, written, and interpersonal communication skills
  • Keen attention to detail
  • Good judgment and decision-making capabilities
  • An effective time manager who can perform in a fast-paced, deadline-oriented environment
  • Knowledge of Microsoft Office Suite Products
  • Ability to organize, prioritize, adapt to change and work in a fast-paced environment

This appointment will be made in accordance with the Company's Employment Equity Plan and preference will be given to people from Designated Groups and people with a disability, provided such job applicants meet the inherent criteria of the vacancy. Please note only shortlisted candidates will be contacted.

In with the POPIA the usage of your personal data and sensitive personal data will be used for the following purposes, communicate with you regarding positions you have applied for, assess your skills, qualifications and suitability as well as obtain references and background checks when necessary.

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