QA Analyst

 

Recruiter:

IOCO

Job Ref:

iOCO01301

Date posted:

Tuesday, February 8, 2022

Location:

, South Africa

Salary:

Negotiable


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

     

    NB! This job is now closed. You can apply for other jobs by uploading your CV.



     

 

 

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