- Champion continuous improvement by analyzing performance data and driving high standards through quality initiatives.
- Conduct quality evaluations and coach contact centre agents on voice, case, and written service quality to develop their skills and adherence to processes.
- Collaborate with Team Leaders to ensure consistent application of Quantanite quality standards through regular calibration.
- Lead customer experience testing and client quality evaluations to identify areas for enhancement.
- Oversee the accreditation process for new hires, ensuring they align with client-specific policies and procedures.
- At least 6-12+ months worth of experience in a Quality Assurance or senior quality assurance role, preferably within a business process outsourcing environment.
- Strong analytical skills with a proven track record in managing data and driving performance improvements.
- Excellent coaching skills, utilizing methods like the "grow" model for positive and impactful agent development.
- Robust knowledge of Microsoft Office/Google Workspace and basic report-writing capabilities.
- Exceptional communication skills, both verbal and written, and the ability to work effectively both in a team and independently.
- Relevant qualifications such as a Matric, Generic Management, or a coaching-related certification. Additional qualifications in Quality Assurance, Statistics, or Project Management would be advantageous.
- Be part of a dynamic, innovative team that is making a tangible impact on the global BPO landscape.
- Enjoy the flexibility of working hours that suit your lifestyle and commitments.
- Opportunity to grow professionally in a supportive and challenging environment.
Quality Assurance Analyst - Johannesburg, South Africa - Quantanite
Description
About Quantanite: Quantanite is a global leader in the business process outsourcing (BPO) and customer experience (CX) sectors. With a dedicated team spread across four continents, we are committed to delivering innovative solutions and exceptional service to our clients. We are currently seeking a dedicated Quality Assurance Specialist to join our vibrant team and contribute to our commitment to continuous improvement and operational excellence.
Your Role at Quantanite: As a Quality Assurance Specialist, you will be pivotal in upholding and enhancing the standards of service delivered by our contact centre agents. Your role involves a blend of data analysis, quality monitoring, and proactive coaching to ensure our service quality consistently exceeds expectations.
Key Responsibilities:
What We're Looking For:
Why Join Quantanite?