We are looking for a skilled Quality Analyst to join our dynamic team. The ideal candidate will be responsible for monitoring and evaluating customer service interactions to ensure consistent, high-quality service. You will work closely with call center agents to provide constructive feedback, identify areas for improvement, and ensure adherence to the company’s standards and guidelines.

Qualifications and Experience

• Matric or Equivalent (Essential)
• 2-3 years’ experience as a Quality Assurance Analyst
• Microsoft and Microsoft Excel Experience would be (Essential)

Competencies & Skills Required 

• No outstanding performance management
• Solid understanding of how Quality can influence achievement of business objectives
• Have an excellent command of the English language
• Strong motivational skills to develop people’s attitudes and skills
• Excellent communication skills to impart knowledge and information
• Committed, enthusiastic, positive and resilient
• Able to cope in a high-pressure environment
• Comfortable with adapting to fast paced change 

 Skills/personal attributes 

• Accuracy and speed
• Presentation skills to report statistical information and conduct team briefs
• High level of numeracy and literacy
• Ability to take on new challenges and ideas
• Excellent communication skills both written and verbal
• Sound coaching skills
• Ability to undertake statistical analysis
• Confident and capable of communicating with client and team members
• Highly organized with the ability to meet deadlines
• Ability to cope under pressure
• Monitor and Evaluate Calls:
• Ensure Compliance
• Data Analysis and Reporting