Jobs
>
Cape Town

    Quality Analyst - Cape Town, South Africa - WNS Global Services

    WNS Global Services
    WNS Global Services Cape Town, South Africa

    2 weeks ago

    WNS Global Services background
    Description
    Job Description

    Monitor calls on a daily basis and provide constructive feedback to customer service advisors

    Create reports on a weekly/monthly basis for management reporting

    Play an important role in achieving team targets

    Coordinate with the respective Team leaders/managers regarding associate performance on quality

    Ensuring quality audits are done as per defined frequency

    Identify the training requirements of the associates and suggest the same to the training team

    Initiate and organize process improvement methods and techniques

    Ensure that core standards defined within the process are strictly followed

    Establishing, implementing and maintaining QA framework across all departments

    Keeping track of feedbacks to associates and effectiveness to ensure exceptional service delivery.

    Qualifications

    Matric

    Ability to develop, maintain and improve quality system standards, procedures and controls

    Knowledge of role based performance scorecards as well as the design of process performance scorecards

    Experience in conducting regular performance review of quality objectives/targets/metrics to ensure its suitability/ adequacy and effectiveness for internal teams as well as business partners

    Data analysis with strong analytical skills with an ability to draw conclusions from data

    Error analysis and root cause conduct RCA's/studies to identify reason for customer dissatisfaction/process failure and suggest actions.

    Additional Information

    retails experience will be preferable and that it is a 24/7 shifted environment.

    Location is Century City.

  • amplify5

    Quality Analyst

    3 weeks ago

    amplify5 Cape Town, South Africa

    Exciting Opportunity for an All Star to join the UK client Leaders in aiding the development of the department. We are looking for our next Quality Analyst. · **What will you be doing?** · - Ensure compliance with company quality standards on all contact channels while monitoring ...

  • ABC Worldwide

    Quality Analyst

    2 weeks ago

    ABC Worldwide Cape Town, South Africa

    As a Quality Analyst for an international Business Process Outsourcing (BPO) company, you would be responsible for ensuring the quality of call center operations and monitoring performance against objectives. The role typically requires a minimum of two years of experience in a s ...

  • Webhelp

    Quality Analyst

    2 weeks ago

    Webhelp Cape Town, South Africa

    **Business Support** · **Location** · - Cape Town, South Africa**Language** · - English*** · **Job Advert**: · - Opportunity awaits a diligent, highly organised and motivated Quality Analyst to join our team in Cape Town, on an exciting campaign. · A critical eye for detail is es ...

  • amplify5

    Quality Analyst

    1 week ago

    amplify5 Cape Town, South Africa

    **Job description** · amplify5 has an exciting opportunity for another international brand to join our team. · We are looking for dedicated, outgoing, bubbly, tenacious, and driven Quality Analysts who can communicate effectively with business leaders · If you are interested in t ...

  • amplify5

    Quality Analyst

    3 weeks ago

    amplify5 Cape Town, South Africa

    **Quality Analyst** · Exciting Opportunity for an All Star to join the US client Leaders in aiding the development of the department. We are looking for our next Quality Analyst. · **What will you be doing?** · - Ensure compliance with company quality standards on all contact cha ...

  • Tech Mahindra

    Quality Analyst

    2 weeks ago

    Tech Mahindra Cape Town, South Africa

    **Role**: Quality Analyst · Quality Analyst typically need to understand the principles of quality assurance and the skills they need to perform their duties. The main purpose of this role is to drive KPI targets through effective Quality assurance measures via people and process ...

  • Webhelp

    Quality Analyst

    2 weeks ago

    Webhelp Cape Town, South Africa

    **Job Advert** · Opportunity awaits a diligent, highly organised and motivated Quality Analyst to join our team in Cape Town, on an exciting campaign. · A critical eye for detail is essential in this role as well as analytical and problem-solving skills. You should have an intere ...

  • Webhelp

    Quality Analyst

    2 weeks ago

    Webhelp Cape Town, South Africa

    Are you ready to take up the challenge of a new position that will test your capabilities and reward your meticulous work ethic? · Opportunity awaits a diligent, highly organised and motivated Quality Analyst to join our team in Cape Town, where you'll be working on an exciting i ...

  • Webhelp

    Quality Analyst

    3 weeks ago

    Webhelp Cape Town, South Africa

    **Business Support** · **Location** · - Cape Town, South Africa**Language** · - English*** · **Job Advert**: · Opportunity awaits a diligent, highly organised and motivated Quality Analyst to join our team in Cape Town, on an exciting new campaign. · A critical eye for detail is ...

  • Webhelp

    Quality Analyst

    3 weeks ago

    Webhelp Cape Town, South Africa

    **Job Advert** · Are you ready to take up the challenge of a new position that will test your capabilities and reward your meticulous work ethic? · Opportunity awaits a diligent, highly organised and motivated Quality Analyst to join our team in Cape Town, where you'll be working ...

  • Rankcom

    Quality Analyst

    1 week ago

    Rankcom Cape Town, South Africa

    Responsibilities include: · Call monitoring and providing actionable insights. Through monitoring, a QA analyst gathers information to improve agent performance in the contact center. Monitors the customer interactions, they use evaluation forms to capture insights from these int ...

  • Webhelp

    Quality Analyst

    3 days ago

    Webhelp Cape Town, South Africa

    **Business Support** · **Location** · - Cape Town, South Africa**Language** · - English*** · **Job Advert**: · - Opportunity awaits a diligent, highly organised and motivated Quality Analyst to join our team in Cape Town, on an exciting new campaign. · A critical eye for detail i ...

  • Webhelp

    Quality Analyst

    2 days ago

    Webhelp Cape Town, South Africa

    **Job Advert** · Opportunity awaits a diligent, highly organised and motivated Quality Analyst to join our team in Cape Town, on an exciting new campaign. · A critical eye for detail is essential in this seconded role as well as analytical and problem-solving skills. You should h ...

  • Webhelp

    Quality Analyst

    4 days ago

    Webhelp Cape Town, South Africa

    **Job Advert** · Opportunity awaits a diligent, highly organised and motivated Quality Analyst to join our team in Cape Town, on an exciting new campaign. · A critical eye for detail is essential in this role as well as analytical and problem-solving skills. You should have an in ...

  • iContact BPO

    Quality Analyst

    1 week ago

    iContact BPO Paardeneiland, South Africa

    **Duties and Responsibilities** · **Responsibilities**: · - Monitor calls on a daily basis and provide constructive feedback to our agents. · - Create reports on a weekly/monthly basis for management reporting. · - Play an important role in achieving team targets. · - Coordinate ...

  • WNS Global Services

    Quality Analyst

    4 days ago

    WNS Global Services Cape Town, South Africa

    Company Description · WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financia ...

  • P3 People

    Quality Analyst

    1 week ago

    P3 People Cape Town, South Africa

    **1.** **JOB SUMMARY** · The Verification Officers at IconAF is responsible for **Evaluating and assessing Lead generation and sales calls, ensuring ultimate adherence to company policy and procedure.** The role requires dedication to maintaining quality and precision in work is ...

  • LexisNexis

    Software Quality Analyst

    1 week ago

    LexisNexis Cape Town, South Africa

    BASIC FUNCTIONS:This position in Quality Assurance is responsible for enhancing QA methodology and ensuring compliance by working with management to improve quality and process standards that result in on-time and efficient delivery of systems. · QUALIFICATIONS: · - 1+ years of Q ...

  • Dash BPO

    Quality Assurance Analyst

    1 week ago

    Dash BPO Cape Town, South Africa

    The QA will be responsible for monitoring the interactions and observations between the virtual sitter and patient. The sitters' responsibilities include verbally redirecting the patient from engaging in at-risk behaviors and summoning the nursing staff if the patient requires as ...

  • LexisNexis

    Software Quality Analyst

    1 week ago

    LexisNexis Cape Town, South Africa

    BASIC FUNCTIONS:This position in Quality Assurance is responsible for enhancing QA methodology and ensuring compliance by working with management to improve quality and process standards that result in on-time and efficient delivery of systems. · QUALIFICATIONS: · - 1+ years of Q ...