Call Centre Quality Analyst (Internal Applicants Only)

About the Role: 

The Call Centre Quality Analyst will be responsible for assessing and enhancing the quality of customer interactions within the call centre. The role involves monitoring calls, identifying performance trends, and providing actionable feedback to ensure a consistently high standard of service delivery. 

Mission Statement for the Role: 

Drive a kaizen culture through providing ongoing support from a quality improvement perspective.

Role Responsibilities:

1. Drive customer success through proactive quality audits that align with SLA performance benchmarks.
   


2. Identify and close skill gaps by conducting data-driven Training Needs Analysis (TNA) and supporting targeted learning interventions.


3. Coach and uplift agent performance through continuous monitoring, feedback and individualized growth plans.


4. Increase process optimization by suggesting workflow automation/ process improvements.
   


5. Deliver a world-class customer support experience by improving the available evaluation matrixes.
   


6. Improve the quality of our customer service by facilitating periodic evaluation tests.


7. Aggregate customer feedback and quality insights to uncover recurring themes and inform product, support and training improvements.


8. Ensure adherence to regulatory, brand and data handling standards through targeted quality checks and team education.


9. Ensure the support team has access to up-to-date, relevant knowledge articles by contributing to documentation improvement.
   

Key competencies required for the role:  

1. Excellent listening, analytical, and critical thinking skills.


2. Strong organizational skills with keen attention to detail and effective time management.


3. Ability to multitask and perform well under pressure.


4. Independent thinker with an assertive and creative approach to problem-solving.


5. Strong interpersonal skills and a positive, collaborative team spirit.


6. Proficient in Microsoft Word, Excel, and PowerPoint for report writing and presentations.


7. Clear and effective written and verbal communication skills, with strong grammar and sentence construction.


8. Strong understanding of call handling procedures, KPIs, and customer service principles.


9. Experience in developing and implementing quality assurance programs is an added advantage.


10. Ability to deliver actionable feedback in a supportive and motivating manner to drive performance improvement.


11. Flexibility and adaptability in a fast-paced, evolving environment.
    

Mandatory Requirements for the role:

2-3 years serving in a customer-facing or contact centre role.

Academic qualifications required:

A bachelor's degree in Communications, Social Sciences, Public Relations or any other relevant field.