Lead Associate Quality Analyst - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 15-08-2018 12:43:31 PM
06-09-2018 6:37:25 AM
An exciting opportunity for a Quality Analyst has just become available on our brand new campaign in Century City. Our client is a leading provider of natural gas, electricity and green energy. They serve more than 2 million customers across North America. Along with electricity and natural gas supply, they offer green energy product options and energy efficient programs that let customers support a cleaner environment.

This is a multi-geo campaign working with across South Africa, India and the US and will include collections as well as Analytics delivery

We are looking for high performance individuals, with exceptional communication skills, to provide our client’s customers with a first class service experience in a contact centre environment. Risk aversion through process improvement and training need identification. Conduct trend analysis based on consolidated data to enhance process improvements. Provides technical support to Customer facing employees.

Key Responsibilities:
1. Operational Excellence
Support the business unit:
• Assure compliance requirements are met and implement solutions to prevent non-compliance
• Roll-out of face to face briefings both internal and external
• Allocate support to customer facing staff following a roll-out for process/technical changes;
• Collect data on processes in preparation for analysis to determine areas of improvement
• Review SOP’s
• Allocate support to customer facing staff when dealing with unknown/complex queries;
Productivity
• Adequate support is provided dependent on business requirements
• Briefs are roll-out within required timeframe
Quality
• Quality of findings from deep dives
• Impact of solutions implemented

2. Administration & Reporting
Ensures that administration and reporting are completed to a high standard:
• Generate standard or custom reports summarizing business, financial, or economic data for review by managers, clients, and other stakeholders
• Track and report on the delivery of face to face briefs;
• Complete data and reports for BAU activities;
• Track and record technical issues raised by customer facing staff as well as the resolution thereof
• Attend meetings with operations team and/ or client to report on QA analysis
• Manage timely flow of business intelligence information to users.
Productivity
• Technical issues and resolution thereof are recorded
• Reporting timelines met

Quality
• Accuracy and validity of reporting
• Quality of reporting

3. Implementation of Solutions
Contribute to the solution design and facilitate implementation;
• Technical Expertise is offered to support the design of solutions;
• Monitor & measure performance pre-process improvement implementation
• Monitor & measure performance post process improvement implementation
• Adheres to governance and controls which are in place;
• Identifies technical/ process updates which need to be made
Productivity
• Solutions are aligned to business need
• Solutions are practical
Quality
• Accuracy of information offered

Working Hours:
Candidates must be able to work the following operational hours:
• 15h00 to 03h00 Monday to Friday, 17h00 to 02h00 on Saturdays (including all SA public holidays)
• A monthly fixed shift allowance will be paid for working the above hours

Qualifications Required:
• A Degree or Diploma in a related field (desirable)

Experience, Knowledge, Skills and Attributes Required:
• At least 2 years Call Centre experience in customer service
• At least 1 year quality assessment experience in a Call Centre environment
• Proficiency in Microsoft Office packages (Word, Outlook) with high proficiency in Excel
• Excellent interpersonal and communication skills
• High attention to detail and accuracy
• Should not have any live warnings

The ability to:
• analyse, validate and interpret data/reports
• multi-task, work under pressure and cope with high volumes of work
• cope with pressures and setbacks
• Document problems and assist in their resolution.
• Document processes and identify areas for improvement.
• adapt to change quickly, in a fast-paced environment
o prioritise and manage work flow