location

Cape Town

ABOUT THE ROLE

The Quality Assurance Analyst is responsible for monitoring and analyzing the service team’s customer conversations. This is to ensure that they are achieving their goals and expectations from both operational efficiency and customer service is met.

JOB DESCRIPTION

• Coaching
  • Conduct one-on-one coaching with guides to improve overall quality, motivate them to change unwanted behaviours and provide continuous feedback.
  • Send timeous feedback via email with the areas that went well and areas of improvement.
  • Effectively communicate with OPS management and colleagues.
  • Provide continuous support to the Contact Centre Guides.
• Evaluations
  • Evaluate all interactions in line with KPI (Calls, Email, Facebook etc).
  • Conduct side by sides/Remote evaluations with advisers.
• Reporting
  • Reporting Trend analysis report.
  • Bottom vs Top performer report.
  • Overall team performance report.
  • Report on investigations and findings.
  • Team focus areas.
  • Variance report.
• Calibration session
  • Select interaction for calibration session.
  • Schedule and Facilitate session.

MINIMUM REQUIREMENTS

• Matric / Grade 12.
• Minimum of 1 -3 years’ experience within a contact centre environment.
• Minimum of a year’s experience with Quality Management Systems (preferred).
• Must have excellent understanding of Contact Centre customer service (required).
• Knowledge of Quality Assurance Processes (preferred).
• Knowledge of Technology:
  • Portal
  • Genii
  • Dialer
  • Guru (preferred)
• Microsoft Office Suite:
  • Microsoft Word
  • Excel
  • Outlook
  • PowerPoint (required)

COMPETENCIES

• Tenacity : Demonstrates enthusiasm and urgency, striving for excellence in achieving results and overcoming challenges.
• Effective Communication: Delivers clear and impactful communication tailored to various audiences, utilizing multiple formats and tools.
• Accountability: Takes responsibility for actions, decisions, and deliverables, fostering a culture of accountability.
• Problem Analysis and Resolution: Uses sound judgment to identify and solve problems effectively at Harambee.
• Teamwork and Collaboration: Actively participates as a team member, fostering strong connections with colleagues and stakeholders at Harambee.
• Time Management: Effectively manages time and resources to ensure efficient completion of work tasks at Harambee.