Customer Experience Quality Analyst

Boardroom Appointments; Pretoria; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Boardroom Appointments is seeking a Quality Assurance professional to develop and maintain metrics for sales and service effectiveness. You will set up key performance indicators, monitor metrics, and drive continuous improvement across voice, video, chat, email and text channels.

You will compile reports for management, interpret QA scorecards, and advise on midcourse corrections. The role involves evaluating agent performance and ensuring adherence to company procedures and privacy

Qualifications

• Experience in measuring and evaluating service quality.
• Ability to interpret QA scorecards and provide actionable insights.
• Strong communication skills to present performance findings.

Responsibilities

• Develop and maintain quality objectives and measures for effectiveness of sales and service.
• Set up management-approved key metrics and monitor performance.
• Ensure continuous improvements on evaluation metrics.
• Compile and present performance reports to management, highlighting successes and improvement areas.
• Manage configurations for monitoring metrics (scorecards, dashboards, reports).
• Measure quality across voice, video, live chat, email and text interactions.
• Interpret QA results and advise on midcourse corrections and improvements.
• Listen to calls to evaluate agents' performance and adherence to scripts.

Skills

Quality Assurance

KPI

Dashboards

Customer experience

Job description

Boardroom Appointments is seeking a Quality Assurance professional to develop and maintain metrics for sales and service effectiveness. You will set up key performance indicators, monitor metrics, and drive continuous improvement across voice, video, chat, email and text channels.

You will compile reports for management, interpret QA scorecards, and advise on midcourse corrections. The role involves evaluating agent performance and ensuring adherence to company procedures and privacy