Quality Assurance (QA) 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

An impartial role focused on monitoring, scoring, and analyzing agent performance to ensure consistency, accuracy, and adherence to company policies and legal compliance standards.

Tasks

• Conduct objective evaluations of recorded and live calls, emails, and chat interactions using a standardized scoring rubric.
• Identify and report on critical non-compliance issues and significant knowledge gaps within the team.
• Analyze quality data to identify trends in customer dissatisfaction or agent errors.
• Work with the Training Manager and Team Leaders to develop targeted coaching and training materials.
• Calibrate scoring with other QA analysts and management to ensure evaluation consistency.

Requirements

• Education: Bachelor's Degree in a relevant field preferred.
• Experience: 1-3 years in a Call Center or QA role; a strong background in the IT/product being supported is crucial.
• Technical: Advanced proficiency in auditing software and reporting tools (e.g., Excel/Google Sheets) for data manipulation.
• Skills: Exceptional attention to detail, strong written communication, and an objective, analytical mindset.