Quality Analyst
Durban, South Africa
1d ago
source : Executive Placements

A critical eye for detail is essential in this role as well as analytical and problem-solving skills. You should have an interest in content and people and should be able to work well under pressure.

If you are a driven, positive and motivated individual, looking to join a well-established company that values its employees then we would love to hear from you.

What you will be doing :

  • Calibrating evaluations, produce alignment measure and insight
  • Providing direct feedback to evaluators to support improvement in alignment, agree SMART action plans, understand progress to plan and measure improvements
  • Driving local quality calibration plan
  • Conducting site calibration to ensure consistency across the business
  • Supporting calibration accreditation initiative
  • Supporting academy accreditation
  • Completing complaint investigation and transcript requests
  • Capturing continuous improvement opportunities and close loop through effective coaching
  • Producing actionable insight and recommendations
  • Required :
  • Matric
  • Matric
  • Minimum 2 years experience in a QA role within the BPO space
  • Ability to deliver feedback and effective coaching at Team Manager and Operations Manager level
  • High level of attention to detail when calibrating evaluations
  • Experience of the quality framework or working in a quality assured environment
  • Strong facilitation and coaching skills
  • Proven track record of achieving targets
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