Customer Care Quality Analyst: Elevate Experience

Vodafone Group Plc; Johannesburg; On-site; ZAR 360,000 - 520,000; Full time

Job summary

Infinity Services Partner Company in Midrand and Centurion is seeking a Customer Care Quality Analyst to monitor and improve customer interactions. You will assess calls, chats, emails, and other channels against quality standards, provide coaching, and support continuous improvement initiatives.

The role is a 12-month Fixed Term Contract with a focus on FCR, NPS, and customer satisfaction, collaborating with Operations, Training, and QA teams.

Qualifications

• Minimum 2 years' experience in a Customer Care or Contact Centre environment.
• Minimum 2 years' experience in a Quality Analyst, Quality Assessor, or QA role.
• Experience in quality monitoring across voice and digital channels.

Responsibilities

• Evaluate customer interactions across voice and digital channels against established quality standards and scorecards.
• Conduct call listening, call monitoring, chat, email, and digital interaction assessments.
• Ensure consistency and accuracy of quality evaluations across all customer touchpoints.
• Perform qualitative and quantitative analysis of customer interactions to identify trends and improvement opportunities.
• Monitor quality performance against operational KPIs and customer experience objectives.
• Maintain accurate and comprehensive quality assessment records and reports.
• Provide timely, constructive verbal and written feedback to Team Leaders and Operational Management
• Conduct side-by-side coaching sessions and call listening reviews with agents.
• Identify behavioural, process, and knowledge gaps affecting quality performance.
• Recommend and support targeted coaching and development interventions.

Skills

Customer Focus

Quality Orientation

Analytical Thinking

Coaching for Performance

Root Cause Analysis

Report Writing

Effective Communication

Time Management

Stakeholder Management

Decision Making

Education

Grade 12 / Matric

Quality Management / Business Management qualification

Relevant qualification in Quality Management, Business Management, Customer Service, or related field

Tools

Microsoft Office Suite

Excel (Advanced)

Job description

Infinity Services Partner Company in Midrand and Centurion is seeking a Customer Care Quality Analyst to monitor and improve customer interactions. You will assess calls, chats, emails, and other channels against quality standards, provide coaching, and support continuous improvement initiatives.

The role is a 12-month Fixed Term Contract with a focus on FCR, NPS, and customer satisfaction, collaborating with Operations, Training, and QA teams.