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    Quality Analyst - Cape Town, South Africa - Telebest

    Telebest
    Telebest Cape Town, South Africa

    1 week ago

    Telebest background
    Full time
    Description

    Responsibilities

    • Evaluate and analyze the performance of our customer care team from a quality perspective.
    • Provide insightful analysis, feedback, and recommendations to improve customer service levels.
    • Identify process and agent opportunities to enhance service delivery and exceed customer expectations.
    • Maintain a keen eye for detail to ensure accuracy and compliance with established protocols.
    • Utilize your expertise in fintech fundamentals to support the team's proficiency.
    • Foster effective communication and collaboration within the team to achieve collective goals.
    • Leverage your exceptional listening and analytical skills to identify areas for improvement.
    • Utilize MS Office, particularly Excel, to compile and present comprehensive reports

    Qualifications

    • Strong knowledge of customer care processes and techniques.
    • Proficient in written and verbal English language skills.
    • Exceptional attention to detail and the ability to identify process and agent opportunities.
    • Experience with fintech fundamentals is highly desirable.
    • Excellent oral, written, and interpersonal communication skills.
    • Solid understanding of MS Office, with a focus on Excel.
    • Demonstrated ability to thrive in a team-oriented environment.
    • Minimum of 1 year of prior experience in BPO, Quality Assurance, or Audit.
    • Prior experience in customer care within the fintech industry is a plus.
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