Quality Analyst

SUMMARY:
Opportunity awaits a diligent, highly organised and motivated Quality Analyst to join our Client’s team. International/Offshore USA Contact Centre experience essential for this role.

POSITION INFO:
A critical eye for detail is essential in this role as well as analytical and problem-solving skills. You should have an interest in content and people and should be able to work well under pressure.

If you are a driven, positive and motivated individual, looking to join a well-established company that values its employees then we would love to hear from you.

What you will be doing:

• Calibrating evaluations, produce alignment measure and insight
• Providing direct feedback to evaluators to support improvement in alignment, agree SMART action plans, understand progress to plan and measure improvements
• Driving local quality calibration plan
• Conducting site calibration to ensure consistency across the business
• Supporting calibration accreditation initiative
• Supporting academy accreditation
• Completing complaint investigation and transcript requests
• Capturing continuous improvement opportunities and close loop through effective coaching
• Producing actionable insight and recommendations

• Matric
• Minimum 2 years experience in a QA role within the BPO space
• Ability to deliver feedback and effective coaching at Team Manager and Operations Manager level
• High level of attention to detail when calibrating evaluations
• Experience of the quality framework or working in a quality assured environment
• Strong facilitation and coaching skills
• Proven track record of achieving targets

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