Quality Assurance Analyst

TELUS Digital; Wes-Kaap; On-site; ZAR 250,000 - 400,000; Full time

Job summary

A leading company is seeking a Quality Assurance Analyst to conduct transaction monitoring and support Contact Center Operations. The role involves analyzing customer interactions, ensuring quality standards, and providing feedback to enhance performance. Ideal candidates will have a Bachelor's degree and relevant experience in a call center environment.

Qualifications

• Minimum 2 years in a call center, 1 year in a quality role.
• Proficiency in MS Office applications.

Responsibilities

• Monitors transactions and audits CSRs against quality standards.
• Creates and updates Customer Experience reports.
• Investigates customer complaints and recommends corrective actions.

Skills

Analytical skills

Problem-solving skills

Decision-making skills

Communication skills

Active listening skills

Multi-tasking skills

Education

Bachelor’s degree in any field

Tools

MS Office

Job description

The Quality Assurance Analyst conducts transaction monitoring of frontline agents' calls, emails, chats, or any back-office work, along with root cause analysis, to support Contact Center Operations in maintaining consistent quality assurance and delivering excellent customer experiences. This role aims to uphold client confidence and loyalty.

Responsibilities:

1. Transaction Monitoring: Monitors and audits transactions performed by Customer Service Representatives (CSRs) against internal and external quality assurance standards. Ensures monitoring goals are met and findings are relevant to business needs.
2. Reporting: Creates and updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Uploads, MIS, Verint 11) by retrieving and maintaining accurate data for analysis and process improvements.
3. Targeted Analysis: Reviews and interprets data impacting Customer Experience metrics, identifies areas for improvement, and recommends actions to enhance account performance.
4. Flagging Behaviors: Investigates customer complaints and non-compliance issues, recommends corrective actions, and issues Incident Reports for flagged behaviors and compliance concerns. Performs deep dives into relevant data when necessary.
5. Calibrations and Call Listening: Prepares calibration materials, participates in discussions to ensure alignment with business and coaching methodologies, and builds a call library for training and learning.
6. New Hire/Nesting Support: Conducts audits as per established targets, providing immediate feedback to operations and training teams.
7. Other Tasks: Performs additional duties assigned by the supervisor to meet quality objectives.

Required Skills and Qualities (Technical):

• Bachelor’s degree in any field
• At least 2 years of experience in a call center, with a minimum of 1 year in a quality role demonstrating impeccable performance
• Proficiency in MS Office applications (Word, Excel, PowerPoint)

Required Skills and Qualities (Non-Technical):

• Analytical, problem-solving, and decision-making skills
• Excellent oral and written communication skills
• Adaptability to changing work schedules
• Active listening skills
• Ability to operate with minimal supervision
• Multi-tasking skills

Our Values at TELUS:

We prioritize behaviors that reflect our core values:

• Customer and community focus: Putting our customers and communities first
• Innovation: Embracing change and innovating courageously
• Teamwork: Growing together through spirited teamwork

We are committed to diversity and equitable access to employment opportunities for all qualified individuals.