Quality Analyst

Website AFRICA MANAGEMENT SOLUTIONS LTD

Our Client who is in the technology Industry  is looking to fill the position of Quality Analyst

About the Job:
The incumbent will be responsible for quality scores S/he will assist the Training and Quality Manager in setting quality standards across the organization’s work streams

Key Responsibilities:

  •  Analyze agents’ work output against guidelines/standards and provide feedback
  •  Identify agents’ strengths and Weaknesses
  • Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
  •  Compile and send daily, weekly and monthly quality reports and send to the Quality Analyst Supervisor and other relevant stakeholders.
  •  Liaise with Team leaders to ensure that feedback and the identified quality gaps are addressed with the individual/team members.
  • Collaborate with Operations to ensure that best standards are revised and updated where need be.
  • Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher trainings.
  •  Keep an up-to-date record of individual agents quality performance for use in performance reviews
  • Participate in team briefings to provide the QA objective and also sit in calibration sessions

Minimum Qualifications:

  • A degree or diploma in a business related field or equivalent
  • Six months’ work experience in a contact center environment.

Preferred Qualifications:

  • Experience in both data and voice accounts .

Qualified and interested applicants who meet the specifications are requested to upload their CVs by clicking on the link https://amsoljobs.africa/ by 15th November 2024.  Indicate the position applied for in the subject line. Applications will be reviewed on a rolling basis and only shortlisted candidates will be contacted.

To apply for this job please visit amsoljobs.africa.