QA Analyst

JOB SUMMARY:
The Role:

Responsibilities:

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to management team.
• Uses quality monitoring data management system to compile and track performance...
  
  

  JOB DESCRIPTION:
  

  The Role:

  Responsibilities:

  • Participates in design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Performs monitors of customer care email.
  • Participates in customer and client 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 service desk staff. 
  • Provides feedback to team leaders and managers.
  • Prepares and analyses internal and external quality reports for management staff review.
  • Perform other duties as assigned.

  Skills and Experience:

  Qualification required:

  • Matric

  Preferred Qualification:

  • A+ N+ (preferably)
  • Any post Matric qualification

  Experience required:

  • 2-3 yearsâ?? Service Desk Experience ·
  • The QA will monitor inbound calls and emails to assess associateâ??s demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures.
  • This individual will assist in developing, creating and implementing service desk quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customerâ??s experience

  Beneficial:

  • 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)
  • Bi-lingual a plus
  • Reporting to Customer Service Team leader Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our service desk associates who deal with our existing customer.
  • Focus on quality and customer service
  • Outstanding customer service skills and dedication to providing exceptional customer care

  Personality and Attributes:

  Soft Skills:

  • Excellent verbal, written and interpersonal communication skills
  • Must be self-motivator and self-starter
  • Exceptional listening and analytical skills
  • Solid time management skills

   

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