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2 months ago

Job Summary

The Quality Assurance Analyst is responsible for evaluating, monitoring and developing overall Agent performance while ensuring the quality of all customer support activities meets the organization’s standards and expectations within the assigned line of service

  • Minimum Qualification: Bachelors
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description/Requirements

Job details:

The Quality Assurance Analyst is responsible for evaluating, monitoring, and developing overall Agent performance while ensuring the quality of all customer support activities meets the organization’s standards and expectations within the assigned line of service. 


Key duties/responsibilities:

  • Listen and evaluate a pre-determined number of calls per Agent in a week for all Agents assigned while ensuring that quality standards are met.
  • Ensuring staff are adhering to set out service line processes and procedures as per the organization’s expectations.
  • Analyse Quality Analysis performance trends and conduct pre-determined daily coaching sessions with each Agent while providing effective developmental feedback.
  • Compile and prepare daily, weekly and monthly reports in a timely manner and in accordance with approved reporting standards to ensure that each and every member of the team is updated on their quality performance.
  • Schedule weekly performance meeting with the team to provide Quality Analysis feedback and actions to drive Agent behaviour and Quality improvement.
  • Provide feedback to the Heads of Departments on areas that will improve quality, productivity and procedures.
  • Provide support to new Agents during the nesting period by scheduling coaching sessions.
  • Assist Team Leaders with floor coverage to provide Agents with support on customer queries and handling escalated calls.


Required Qualifications and Work Experience:

  • A minimum of 3 years’ experience in a similar position preferably in Call Centre.
  • Bachelor’s Degree in a Business-related field from a recognized University.
  • Supervisor skills and experience
  • Computer knowledge (Analysis).
  • Excellent numerical and analytical skills.
  • Excellent interpersonal and communication skills.


How to Apply:

All applications will be received and Reviewed through Brightermonday Portal by Clicking on the 'Apply Here' section


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