Analyst - Quality Assurance. Supersonic

Mission/Core purpose of the Job:

The Quality Assurance (QA) Analyst is responsible for monitoring, evaluating and improving the quality of operational processes and customer interactions across the business. The role supports operational excellence by ensuring compliance with quality standards, identifying improvement opportunities, providing coaching and feedback, and delivering insights that enhance customer experience, operational efficiency and business performance. The QA Analyst works closely with operational teams to promote consistent service delivery, drive quality improvements and support a culture of continuous improvement.

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 within the ISP industry. 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.
• Flexibility: Willingness to work varied shifts as required to accommodate operational needs across all communication channels.
• Innovative Thinking: Strategic mindset with the capacity to generate creative solutions and contribute to process improvements across diverse communication platforms.
• Team Player: Collaborative approach towards teamwork, coupled with the ability to work autonomously and take initiative in monitoring and improving interactions across multiple channels.
• Technical Proficiency: Familiarity with call centre software, quality monitoring tools, and proficiency in handling interactions across various communication channels, including calls, WhatsApp, SMS, tickets, and emails, for report generation and analysis.

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