Quality Assurance Analyst: Customer Experience & Metrics

Boardroom Appointments; Pretoria; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading recruitment firm is seeking a quality assurance professional in Pretoria to develop and maintain quality objectives for sales and service. The role involves monitoring performance metrics and ensuring compliance with ethical standards. Candidates should have strong analytical skills and a commitment to enhancing customer satisfaction. An ideal fit will work collaboratively with teams and contribute to continuous improvement efforts, ensuring a high standard of service and quality assurance across various channels.

Qualifications

• Experience in quality assurance or related role.
• Strong analytical and reporting skills.
• Ability to maintain confidentiality and compliance with regulations.

Responsibilities

• Develop and maintain quality objectives and measures.
• Compile and present reports on performance metrics.
• Evaluate agents based on predefined quality criteria.

Skills

Quality assessment

Customer interaction evaluation

Performance metrics analysis

Communication skills

Problem-solving

Job description

A leading recruitment firm is seeking a quality assurance professional in Pretoria to develop and maintain quality objectives for sales and service. The role involves monitoring performance metrics and ensuring compliance with ethical standards. Candidates should have strong analytical skills and a commitment to enhancing customer satisfaction. An ideal fit will work collaboratively with teams and contribute to continuous improvement efforts, ensuring a high standard of service and quality assurance across various channels.