Quality Assurance Analyst

GENERAL PURPOSE

A multi skilled analyst that is responsible for both Quality Assurance and Customer Care.

The Quality Assurance Analyst is responsible for reviewing and auditing front line service incident data, written correspondence and telephone interactions along with reviewing and investigating customer survey responses.

The Quality Assurance Analyst is responsible for the overall quality of the customer interactions, making improvement recommendations to the Quality Assurance Manager and Operations Line Management and monitors the result of stated recommendations.

Deliver high performing teams through effective coaching and mentoring of front line staff. The role is also responsible for supporting and empowering the business operations to achieve the required quality outcomes.

The Quality Assurance Analyst position requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive work relationships; partnering with the Quality Assurance  Manager, Front Line Support, Data analysts and Knowledge Management. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever changing environment.

The customer care consultant is responsible for conducting customer satisfaction surveys, through various digital mediums; telephone and email.

Handling complaints; service failures and irate customers. Trouble shoot problems presented by customers, buy asking the correct probing questions to help you identify cause of discontent and provide resolution or information to the respective customer.

Provide end to end customer service recovery, to drive positive customer satisfaction and focus on maximizing and continuous improvements of customer’s satisfaction though detection of opportunities to serve the customer.

RESPONSIBILITIES

Customer Care:

• Make outbound calls to conduct customer satisfaction surveys as per business requirement
• Manage and resolve customer complaints, as per resolution procedures
• Complaint handling
• Log tickets for customer queries; Data capturing
• Provide customers with accurate service information
• Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.
• Achieve individual and department targets
• Uphold the brand and the perception of the brand, when engaging customer’s by ensuring a consistent high quality customer experience
• Ensure that all response times and dates are captured accordingly and are available on the drive
• Identify and escalate priority issues through trend analysis to line managers
• Provide accurate feedback on progress, productivity and problems to front line teams and line managers
• Identify training gaps, knowledge gaps, and trends
• Make recommendations to the knowledge management team of all training requirements
• Quality Assurance 
• Assess and conduct quality checks for all tickets, calls(incoming and outgoing) and interactive channels (email, WhatsApp, sms and social media)
• Provide report of the team’s workload and performance, as per business requirement
• Identify areas of improvement in terms of service delivery
• Coach and mentor front line teams  on areas of improvement
• Motivate & develop front line teams in line with company standards
• Staff empowerment through information sharing and on the job coaching.
• Facilitate and participate in collaborations sessions
• Evaluate adherence to company policies/procedures and statutory requirements.
• Evaluate data captured by the front line teams
• Identify and table business risks to line management
• Build and enforce a customer centric approach.
• Analyse QA results and identify development areas & trends for training purposes.
• Establish, build and maintain good relations with all business partners
• Communicate actively and effectively on all products and services
• Provide weekly /monthly reports and feedback to line management
• Visibility in the area of support at all times.
• Assist in continuous improvement of the  QA model, processes and procedures
• The analyst will also be responsible for facilitating calibration/group sessions with the line managers
• Identifying areas of service improvement and developing programs that will improve the overall quality of the customer’s experience when interacting with the front line staff and improve the overall quality of the information loaded on tickets (data quality), by front line.

EDUCATION

• Grade 12
• NQF 5/6- business studies or equivalent

EXPERIENCE & SKILLS

Essential

• 1yrs Quality assurance and coaching experience
• Good communication skills (written and verbal)
• Articulate, customer focused and possess proper telephone etiquette
• Strong telephone skills including inbound and outbound calls.
• Attention to detail
• Problem solving skills
• Interpersonal skills
• Excellent listening skills
• Analytical skills
• Administrative skills
• Negotiation skills
• Fact-finding ability
• Ability to multi-task and manage time effectively
• Proficient in MS office
• Ability to deal with irate customers
• Complaint handling
• Bi lingual
• Contact centre acumen
• Conflict management
• Quality & customer focused
• Influencing and persuading
• Overcoming objections
• Team player & can work independently
• Business process understanding
• Good communication skills (written and verbal)
• Excel skills: Intermediate
• Ability to motivate the teams
• Organized and methodical

 Desirable

• Knowledge of customer service principles and practices

Closing Date: 17 June 2022

Important: Correspondence will only be entered into with short listed applicants. Should you not hear from us within four weeks, please consider your application unsuccessful.