Senior Quality Analyst

To measure service delivery quality within all customer interaction touch-points against service quality standards and recommend methods of improvement.

Your responsibilities will include:

Ensure adherence of agent handled customer interactions to the agreed quality standards for all interactions.
Ensure that the qualitative and quantitative evaluation of the customer interactions across assigned customer touchpoints is assessed to ensure that the business KPI’s are achieved.
Provide accurate oral and written feedback and coaching assistance to the business operational environment to ensure that FCR and NPS targets are achieved.
Identify, recommend and support training & coaching interventions to improve Quality failures across customer interaction touchpoints.
Identify, recommend and support Process and System improvements to improve Quality failures across customer interaction touchpoints.
Identify, recommend and support Knowledge Management content integration process to ensure that service delivery agents are well equipped to deliver superior service.
Identify and escalate business failures by coordinating and liaising with priority stakeholders.
Accurately monitor the work of others: spotting errors, suggesting improvements and identifying quality issues across the team.
Conduct call traces, call monitoring, agent performance trend analysis, process and system trend analysis to improve quality service delivery.
To uphold ISO 9001/ 9002 standards of Customer satisfaction.

The ideal candidate for this role will have:

Matric/Grade 12 (Essential)
Quality Management Qualification or related Qualification + 3-5 years experience

OR

Matric + 8 or more years’ experience
Assessor Accreditation certifications (highly advantageous)

Experience:
A Minimum 2 years’ experience in Customer Care environment (essential)
Experience in a quantitative or qualitative analysis environment (desirable).
A minimum of 1 year of experience in Quality Assessor function (essential)

Core competencies, knowledge and experience:
Job Knowledge:
Telecommunications Industry Knowledge
Service Industry Quality Methodologies
Quality Management Systems Knowledge
Fundamentals of Quality Assurance
Knowledge of Contact Centre Procedures (Voice and Digital)
PC Knowledge (MS Office, Excel advanced)

Job Related Skills:
Qualitative and Quantitative Analysis
Problem Identification & Solving
Quality Evaluation and Assessment
Coaching for Performance
Stakeholder Engagement & Interpersonal Skills
Effective Written and Verbal Communication
Assertiveness & Decision Making
Negotiation & Conflict Management
Attention to detail and accuracy
Ability to prioritize tasks
Time Management
Stress management
Computer Proficiency in Microsoft Applications

Closing date for Applications: 26 June 2023.

The base location for this role is, Midrand, Vodacom Campus.

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.

About the company

Vodafone Group plc is a British multinational telecommunications company.