NMS : QUALITY ANALYST

BEST4U : Quality Analyst

Contract

Based in Randburg

Main Purpose of Position:

To analyze customer interactions and capture the insights into the Genii tool to ensure an independent, objective and neutral collection of data

Main Responsibilities (including but not limited to):

• Reduce business risk, improving the quality of call centre agents’ engagements, and overall performance.
• Focus on driving improvements in the customers' experience for both sales and service environments.
• Highlight issues affecting the customer's experience due to behaviour, business, process and technology.
• Evaluate recorded customer interactions against the dimensions of customer experience, business process and regulatory compliance requirements.
• Highlight suspected fraud, risk or non-compliance cases when identified.
• Attend regular calibrations and undergo internal and external audits to ensure accuracy of data assessed.
• Capture feedback on Agents performance with reference to the quality of calls assessed against defined evaluation criteria.
• Capture the identified gaps in current quality delivery and performance.
• implement quality related methodologies and initiatives to attain targets and goals.
• Participate in meetings and presentations or other designated special projects assigned by management.
• Accurate logging of data to guarantee accurate reporting.
• Accurate logging of all call evaluations, breaches and alerts.
• Administer relevant trackers.
• Document all evaluation feedback in the tool provided for statistical purposes.
• Monitor transactions for assigned client programs.
• Use appropriate quality forms and definitions for assigned programs.
• Use quality monitoring tools, systems, and processes as directed.
• Adhere to monitoring requirements to meet sampling objectives.
• Consistently demonstrate accuracy in scoring.
• Participate in internal and client calibration efforts as directed.
• Maintain knowledge and understanding of assigned client program’s products and processes through ongoing training and handling end-user transactions.
• Identify trends as observed through monitoring efforts, communicate those to management, and participate in pro

• Analytical Ability
• Trouble shooting skills
• Independent work ethic required
• Deadline Driven
• Attention to Detail
• Planning and Organizing
• Oral and Written Communication
• Initiative
• Honesty
• Excellence
• Accountability
• Respect
• Teamwork
• Good listening skills
• Ability to focus and strong concentration skills
• Good time management skills
• Computer Literacy including MS Office skills

Required Qualifications, Knowledge and Experience:

• Matric
• Some college would be advantageous

• Minimum 1-year experience as a Quality Assurance Officer