Senior Quality Analyst - Cape Town
Only for registered members Cape Town, South Africa
1 month ago
* This salary range is an estimation made by beBee
Job summary
Monitors, evaluates and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
Responsibilities
- Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
- Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
- Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
- Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
Job description
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