Call Centre QA Analyst

SUMMARY:
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POSITION INFO:

The suitable and successful candidate will be responsible for the overall development and performance of an assigned incubation team through the facilitation of the course map and as well as leading and developing the team of incubation agents. Also responsible for the coaching of ‘bottom performers’ as assigned.

Responsibilities: 

Coaching

• Daily coaching feedback monitored and sent to Team Leaders and Operations to ensure traction
• Internal calibration sessions held every two weeks (where we unpack the calls sent to internal staff & score the agent based on analysis & align all process and quality related concerns)

Client Feedback & Alignment

• Escalations (Client Journeys) done daily (call analysis of query)

Reporting

• Weekly reporting of CEO escalations that are analysed
• Calibration Weekly reports prepared and sent to the Client (every Friday)
• Biweekly quality reporting to the international quality team
• Monthly repeat call analysis report
• Monthly top ten agents incurring the highest repeats (deep analytical report)

Quality Assurance

• Daily Quality Assessments completed (the number of Assessments is dependent on various and /or other more urgent requirements that may be expected of me)
• Weekly Detailed Quality Report 
• Weekly call listening sent by the client to analyse
• Calibration sessions (voice of our clients) held every Tuesday, Wednesday & Friday

Skills & Competencies:

• Must be a people’s person
• Must be passionate about other people’s development and growth potential
• Must be comfortable facilitating reports, analysis & elaborate presentations during training
• Present and communicate information
• Coping with pressures and setbacks
• Delivering results and meeting client expectations
• Excellent administrations skills
• Attention to detail
• Good verbal communication skills
• Excellent adherence and QA scores