(LDC) Analyst - Quality Assurance. Supersonic

Mission/ Core purpose of the Job:

Key Performance Areas: 

Monitoring and Evaluation:

• Regularly monitor interactions across all communication channels, including calls, WhatsApp, SMS, tickets, and emails, for adherence to quality standards.

• Conduct comprehensive assessments based on established quality parameters, including but not limited to average response time, handling time, customer satisfaction ratings, Net Promoter Score (NPS), and Customer Satisfaction (CSAT) scores.

• Conduct quality evaluations against defined standards, procedures and compliance requirements.

• Analyse quality trends and operational performance to identify improvement opportunities.

Coaching and Development:

• Provide constructive feedback and coaching to agents based on evaluations of interactions across multiple channels, aiming to enhance their performance and adherence to quality standards.

• Support Team Leaders with coaching opportunities to improve performance.

• Mentor agents in refining their communication skills, problem-solving abilities, and overall professionalism across diverse communication platforms.

• Assist in developing quality awareness within operational teams.

Reporting and Communication:

• Prepare detailed reports for Operations including individual agent evaluations across various channels, and present findings to management regularly.

• Keep management informed of emerging trends, challenges, and opportunities for improvement within the call centre environment, spanning all communication channels.

• Highlight trends, risks and improvement opportunities to management.

Stakeholder Collaboration:

• Work closely with Operations, Training and Team Leaders to improve service quality.

• Participate in calibration sessions to ensure consistent quality scoring.

• Support quality initiatives and operational projects where required

Education: 

• Matric or equivalent
• Relevant diploma or certificate in Business, Operations, Customer Service or a related field will be advantageous.

Experience:

• 2 to 3 years' experience in a Quality Assurance, Operations, Customer Service or similar environment. Interpersonal Skills: Ability to effectively engage with diverse individuals across multiple communication channels, demonstrating empathy, patience, and professionalism.
• Analytical Abilities: Strong problem-solving skills coupled with a keen attention to detail and the ability to interpret complex data sets from various communication platforms.
• Communication: Excellent verbal and written communication skills, with the capability to convey information clearly and persuasively across different channels.