Customer Experience QA & Insights Analyst

TELUS Digital; Cape Town; On-site; ZAR 250 000 - 350 000; Full time

Job summary

A leading telecommunications service provider in South Africa is seeking a Customer Experience Analyst to monitor the quality of frontline agent interactions. Responsibilities include conducting transaction monitoring, analyzing data, creating reports, and supporting new hire onboarding. Ideal candidates will have extensive experience in quality assurance and strong analytical skills. This role emphasizes customer satisfaction and requires excellent communication abilities within a collaborative team environment.

Qualifications

• At least 1 year experience in a Quality role for internal candidates.
• At least 3 years working experience in a call center and 2 years in a quality role for external candidates.
• Ability to adapt to changing work schedules and operate with minimal supervision.

Responsibilities

• Conduct transaction monitoring of frontline agent calls and back-office work.
• Create and update Customer Experience reports.
• Investigate customer complaints and recommend corrective actions.
• Support onboarding of new hires and conduct training.
• Present performance summaries and findings to internal or external customers.

Skills

Customer service skills

Analytical skills

Problem-solving skills

Communication skills

Teamwork

Tools

MS Office (Excel, Word, PowerPoint, Outlook)

Job description

A leading telecommunications service provider in South Africa is seeking a Customer Experience Analyst to monitor the quality of frontline agent interactions. Responsibilities include conducting transaction monitoring, analyzing data, creating reports, and supporting new hire onboarding. Ideal candidates will have extensive experience in quality assurance and strong analytical skills. This role emphasizes customer satisfaction and requires excellent communication abilities within a collaborative team environment.