Quality Analyst (Pipeline)

Capita; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company is seeking a Team Coach to assess and coach advisors in a contact center environment. The role involves ensuring high-quality customer service delivery through feedback, quality monitoring, and continuous improvement practices. Ideal candidates should have at least 24 months of experience as a Quality Analyst in a call center, demonstrating strong coaching abilities and a focus on quality management.

Benefits

Competitive Basic salary

Medical Aid

Provident fund

Annual Performance Incentive

Global Colleague Networks

Community Engagement

Annual Leave

International Exposure

Development and Growth

Qualifications

• Experience in quality analysis and performance monitoring.
• Ability to provide constructive feedback and develop action plans.
• Skills in identifying strengths and areas for development in advisors.

Responsibilities

• Support continuous improvement of the quality management system.
• Monitor and evaluate calls to ensure exceptional customer service.
• Conduct quality analysis and provide actionable feedback.

Skills

Coaching

Quality Management

Customer Service

Education

24 months Quality Analyst experience

Job description

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To ensure Quality audits are accurately performed inteams, and to provide detailed feedback to support advisors in the delivery of great customer experience. Acts as a Team Coach

Job Description

In this role you continue to remain a member of the Leadership Team, you will need to assess and coach advisors in line with business required outputs through documented processes and reports.

Key Performance Areas

• Supports the development and continuous improvement of the quality management system.
• Monitor, evaluate and provide guidance on calls for exceptional customer services and effective resolution
• Conducting quality analysis, identifying systemic issues, facilitating root cause analysis and corrective actions
• Track and provide feedback in report format on all coaching
• Ensure calibration sessions are implemented and managed effectively
• Identify areas of strength and development areas for all advisors
• Deliver feedback, develop action plans and implement changes for continuous improvement
• Serve as a mentor for the team
• Track and provide feedback in report format on all coaching
• Monitor accuracy of all forms and processes
• Track data quality for Quality Lead
• Escalate non-compliance when required
• Other duties as assigned within scope of responsibility
• Handle all customer financial details such as billing information, credit card details and banking account information with relevant integrity and confidentiality

Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others

• 24 Months Quality Analyst experience with the Call Center environment
• Proven track record of good performance

Management/Supervisory Responsibility:

This position does not have a supervisory responsibility.

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities, and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser, and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral, and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.

Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.