Quality Analyst

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We are looking for an experienced and passionate quality expert to support the continued growth and expansion of Foundever™ Cape Town!

WHY FOUNDEVER™?

At Foundever™, you will find our contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time. Why not spend it realising your potential? We focus on you and, with your drive, look to create your best moments.

If you would like to have the opportunity to work with our varied and well-known brands, be part of a brilliant and supportive culture that makes a positive impact in the communities where it operates, have a balanced work-life pattern and competitive salary, we want to hear from YOU!

WHAT YOU’LL BE DOING

As a Quality Analyst, you are responsible for monitoring, evaluating and providing feedback to our talented Customer Service Representatives on issues relating to call quality. You will provide training assistance as needed to meet client goals and expectations.

We advocate a People First approach throughout our business with Customer Service as our area of expertise. In our busy contact centre you will relish the opportunity to learn and develop your skills further by working collaboratively with colleagues, other departments and our Clients.

ABOUT YOU

To be successful in this role you’ll need to have a can-do attitude, a passion for exceptional Customer Experience (CX), and have a strong background working within a contact centre environment, preferably as a mentor or within a quality role. As a minimum, you’ll need:

• Evidence of effective interpersonal, coaching and leadership skills
• Good numeric and verbal reasoning skills, with the ability to influence
• Effective time management and problem-solving skills
• The ability to solve problems and offer solutions

KEY RESPONSIBILITIES:

• Monitors Customer Service Representatives performance daily by listening to both live and recorded calls, reviewing and evaluating calls across the entire campaign
• Provides appropriate feedback to Advisors quality to ensure adherence to procedures and compliance
• Attends meetings with Team Managers to discuss appropriate areas
• Assists the Team Managers in the maintenance of attendance records
• Assists clients in monitoring to their specific needs

YOUR PROFILE AND EXPERIENCE

Coach: Evidence of effective interpersonal, coaching skills.

Expertise: Previous experience working in a call centre environment is essential.

Communication Skills: Excellent telephone, computer/keyboard, verbal and written communication skills.

Ability: Good numeric and verbal reasoning skills.

Critical-thinking: Effective problem-solving skills.

Data Expert: Data-driven with the ability to make data-led decisions

Handling: Client/customer management skills.

Background: A clear criminal background check.

Education: Minimum Grade 12.

KEY POINTS

Salary: Up to 14,000 ZAR per month (basic salary, paid in arrears)

Benefits: Medical insurance and pension

Location: V&A Waterfront, Cape Town, 8001

Contracted Hours: 40 hours per week

Working Hours: Rotational shifts between Mon-Fri, 10:00 - 19:00 (subject to change)

Contract Duration: Permanent

Apply Now! We look forward to reviewing your application.

Foundever™ is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of our organisation.

If you need us to make any reasonable accommodations to our recruitment process, speak to our recruitment team who will be happy to support you.

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever™ and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by South African legislation and then destroyed.

[ever] creative. [ever] committed. [ever] connected.

foundever.com