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Job Title
Quality Analyst
Employment Type
Full Time
Experience
5 to 15 years
Salary
R10000 to R15000
Job Published
16 September 2022
Job Reference No.
3576140077

Job Description

Urgent need of an Quality Analyst  (George Area)

Requirements

  • Monitoring of transactions as per process guidelines
  • Campaign experience in Insurance or Utilities
  • Monitor transactions as per targets and guidelines
  • Provide coaching and feedback to consultants following audits
  • Prepare quality presentations and reports as per requirement
  • Collecting and analyzing trends and patterns
  • Review and analyze quality results to identify development areas
  • Propose action plans based on findings for improvement and assist implementation in collaboration with Operations.
  • Assisting Ops-AM in identifying training needs for the agents and process level issues that can help improve performance
  • Assist the process AM’s in identifying the training needs for the agents
  • Conduct/participate in calibration exercises on regular basis
  • Handle incoming calls for process as and when required
  • Participating in team huddles and providing brief on Quality performance in the process
  • Brief new agents joining the process and explain how the quality functions operates in the process.
  • Co-ordinate all process improvement initiatives

Work Experience 

  • Candidate should have a minimum of 12 months of work experience in a BPO environment preferably in an Insurance process/ account

Education

  • Matric 

Contact person

James Knoll

James@abcworldwide.com

Skills

Industries