Call Centre Qa Analyst

Callforceoutsourcing; Cape Town; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading contact centre solutions provider is seeking a skilled individual to oversee an incubation team. The role involves coaching, quality assurance, and regular reporting to enhance team performance and deliver on client expectations. Candidates should have a passion for development, excellent communication skills, and the ability to analyze and facilitate training effectively.

Qualifications

• Must be passionate about others' development and growth potential.
• Comfortable facilitating reports, analysis, and presentations during training.
• Strong interpersonal skills and ability to cope with pressure.

Responsibilities

• Coaching and providing daily feedback to improve team performance.
• Conducting internal calibration sessions to monitor quality.
• Preparing and submitting weekly reports to clients and senior management.

Skills

Coaching

Quality Assurance

Quality Compliance

Facilitation

Business Process Outsourcing (BPO)

Job description

Creating purposeful careers as we build the future of contact centre solutions The suitable and successful candidate will be responsible for the overall development and performance of an assigned incubation team through the facilitation of the course map and leading and developing the team of incubation agents.

They will also coach 'bottom performers' as assigned.

Responsibilities : Coaching Daily coaching feedback monitored and sent to Team Leaders and Operations to ensure traction.

Internal calibration sessions held every two weeks (where we unpack the calls sent to internal staff, score the agent based on analysis, and align all process and quality-related concerns).

Client Feedback & Alignment Escalations (Client Journeys) done daily (call analysis of query).

Reporting Weekly reporting of CEO escalations that are analysed.

Calibration Weekly reports prepared and sent to the Client (every Friday).

Biweekly quality reporting to the international quality team.

Monthly repeat call analysis report.

Monthly top ten agents incurring the highest repeats (deep analytical report).

Quality Assurance Daily Quality Assessments completed (the number of Assessments is dependent on various and / or other more urgent requirements that may be expected).

Weekly Detailed Quality Report.

Weekly call listening sent by the client to analyse.

Calibration sessions (voice of our clients) held every Tuesday, Wednesday & Friday.

Must be a people's person.

Must be passionate about other people's development and growth potential.

Must be comfortable facilitating reports, analysis & elaborate presentations during training.

Present and communicate information effectively.

Coping with pressures and setbacks.

Delivering results and meeting client expectations.

Excellent adherence and QA scores.

Skills Coaching, Coaching Individuals, Quality Assurance, Quality Compliance, Business Process Outsourcing (BPO), Facilitation.

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