Purpose

The Quality Analyst gathers, analyses, interprets data and reports on findings and insights for effective and efficient business management. Investigates new sources of data and ensures that data is of a good quality. The Quality Analyst has a wide toolset for data gathering, data manipulation, and proper interpretation.

Responsibilities may include but not limited to:

Interpret agent quality-monitoring results, recommended further action and monitor adherence.
Incident Analysis (Categorisation, Root-Cause, Diagnostics, Resolution).
Trend Analysis (Highest Call-Loggers, Categories, Root Causes, Repeat Incidents).
Support-level alignment between customer maintenance-lists and Call Logging tool.
Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.
At specified intervals confirm and sign-off Stowe’s service-level conformance against contractual obligations.
At specified intervals confirmand sign-off Stowe’s proposed Ad-hoc work for customer approval.

Minimum Requirements:

Senior Certificate
2 – year IT Diploma or equivalent
Technical Service Desk
Customer Service
Numeracy Skills required

Competencies:

Must have strong analytical skills
Must be well spoken
Must be able to research to gain further knowledge
Microsoft Office Suite, strong Excel Skills
Must have supervisory skills
Should be able to work under limited supervision

Advantageous Skills:

Quality Assurance exposure
Knowledge of Small Business Management and management reporting
Fuel Industry Exposure and Knowledge
Business Intelligence or Information System Qualification
Point of Sale/Retail Exposure

Closing date: Friday, 28 September 2018