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.