Quality Assurance Analyst

Overview

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

Qualifications and Experience

• Matric or Equivalent (Essential)
• 2-3 years’ experience as a Quality Assurance Analyst
• Microsoft and Microsoft Excel Experience would be (Essential)

Responsibilities

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