Quality Analyst

Advanced Projects & People; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A technology solutions provider in Gauteng is seeking a Quality Analyst to monitor performance, conduct audits, and drive quality improvements. The ideal candidate has over three years of Quality Management experience in IT environments and strong analytical skills. Responsibilities include ensuring adherence to quality standards and presenting results to management. This full-time, onsite role offers market-related remuneration.

Qualifications

• 3+ years of Quality Management experience with an IT environment.
• Knowledge of ISO standards and how to implement, maintain, and audit quality components.

Responsibilities

• Monitor and advise on the performance of the technical team.
• Provide coaching and guidance where skills are lacking.
• Undertake audits to assure adequate control implementation.
• Provide recommendations to mitigate risks of ineffective controls.
• Lead the Quality department in monitoring help desk calls.
• Track and analyze quality performance for improvement.
• Assess agents' performance and report to Management.
• Adhere to the Service Level Agreement.
• Present daily QA results to management.

Skills

Strong Communication Skills

Problem Solving Skills

Time Management Skills

Quality Management Skills

Organizational Skills

Reporting Skills

Leadership

Education

Diploma / Degree in Information Technology

Tools

Microsoft Office

ISO Standards

Job description

Introduction

We are looking for a dynamic person to fill the role of a Quality Analyst.

The main purpose of the role is to monitor and advise on the performance of the technical team, produce data and report on performance, measuring against set standards.
onboardLocation : Midrand OfficeFull time and onsite.
Hours : 8am-4pm (8hr shifts)

Duties & Responsibilities

The main purpose of the role is to monitor and advise on the performance of the technical team, produce data and report on performance, measuring against set standards.The Quality analyst will be required to execute the following duties and responsibilities, but not limited to the below.

Ensuring that process and procedures are adhered to at all times.

Providing coaching and guidance were skills and knowledge are lacking.

Undertaking audits to provide reasonable assurance that controls implemented are adequate and adhered to.

Providing recommendations were controls are not effective to mitigate the risks that may occur.

Demonstrating innovation and strategic thinking to achieve quality improvements and efficiency across the business.

Leading the Quality department in monitoring, reviewing and scoring help desk calls and tickets on a daily basis to ensure quality standards is maintained.

Tracking and analysing quality performance to drive continual improvement.

Assessing agents performance and providing performance stats reports to Management.

Adhering to the Service Level Agreement.

Presenting daily QA results to management.

Desired Experience & Qualification

We require the following : -3 years+ Quality Management experience with an IT environment.

• Understand the ISO
  standard and know how to implement, maintain, and audit the necessary Quality components.
• Diploma / Degree in Information Technology or relevant qualification.
• Knowledge of Windows and Microsoft Office applications Other : Soft skills required : -Strong Communication Skills -Problem solving Skills -Time Management Skills -Quality management skills -Organisation skills -Ability to work with people -Reporting Skills -Leadership Core values needed : Committed Innovative Doing It Right the First Time Attitude Focus on quality and excellence Technical Skills and Knowledge Required : -Incident Management skills.
• Excellent communication and organisational skills.
• Excellent analytical and problem-solving skills.
• Root cause and problem-solving skills -Quality service delivery standards.

Package & Remuneration

Market related.

Interested?