Quality Assurance & Performance Insights Analyst

Mordicks95; Pretoria; On-site; Confidential; Full time

Job summary

A dynamic quality assurance company seeks a Quality Analyst to monitor and evaluate agent performance. The ideal candidate will have a Bachelor's Degree and 1-3 years in a Call Center or QA role. Responsibilities include conducting evaluations, analyzing data for trends, and collaborating with management to improve performance. Strong skills in auditing software like Excel are essential, along with exceptional attention to detail and communication skills. A commitment to adherence to company standards is crucial.

Qualifications

• 1-3 years experience in a Call Center or QA role.
• Strong background in the IT/product being supported.
• Advanced proficiency in auditing software and reporting tools.

Responsibilities

• Conduct objective evaluations of calls, emails, and chat interactions.
• Identify and report on non-compliance issues and knowledge gaps.
• Analyze quality data to identify trends in customer dissatisfaction.

Skills

Attention to detail

Written communication

Analytical mindset

Education

Bachelor's Degree in a relevant field

Tools

Excel

Google Sheets

Job description

A dynamic quality assurance company seeks a Quality Analyst to monitor and evaluate agent performance. The ideal candidate will have a Bachelor's Degree and 1-3 years in a Call Center or QA role. Responsibilities include conducting evaluations, analyzing data for trends, and collaborating with management to improve performance. Strong skills in auditing software like Excel are essential, along with exceptional attention to detail and communication skills. A commitment to adherence to company standards is crucial.