Quality Assurance Analyst (100)

We are looking for a skilled Quality Analyst to join our dynamic team. The ideal candidate will be responsible for monitoring and evaluating customer service interactions to ensure consistent, high-quality service. You will work closely with call center agents to provide constructive feedback, identify areas for improvement, and ensure adherence to the company’s standards and guidelines.

Qualifications and Experience

• Matric or Equivalent (Essential)

• 2-3 years’ experience as a Quality Assurance Analyst

• Microsoft and Microsoft Excel Experience would be (Essential)

Competencies & Skills Required

• No outstanding performance management

• Solid understanding of how Quality can influence achievement of business objectives

• Have an excellent command of the English language

• Strong motivational skills to develop people’s attitudes and skills

• Excellent communication skills to impart knowledge and information

• Committed, enthusiastic, positive and resilient

• Able to cope in a high-pressure environment

• Comfortable with adapting to fast paced change

Skills/personal attributes

• Accuracy and speed

• Presentation skills to report statistical information and conduct team briefs

• High level of numeracy and literacy

• Ability to take on new challenges and ideas

• Excellent communication skills both written and verbal

• Sound coaching skills

• Ability to undertake statistical analysis

• Confident and capable of communicating with client and team members

• Highly organized with the ability to meet deadlines

• Ability to cope under pressure

• Monitor and Evaluate Calls:

• Ensure Compliance

• Data Analysis and Reporting