Quality Analyst in Accra

Description

Experience the power of a game-changing career

If you’re looking to boost your career in the customer service industry and be valued and recognised, we have an amazing opportunity for you in the role of Quality Analyst in our vibrant Accra office.

We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries

Success awaits a diligent game-changer with a motivated mindset and a go-getter attitude to join our vibrant team in Accra as a Quality Analyst working on an amazing campaign.

A critical eye for detail is essential in this role as well as analytical and problem-solving skills. We want team players who understand how to prioritise, people who can meet tight deadlines and communicate efficiently.

If you’re eager to take on a new challenge, then put your capabilities to the test and be rewarded for your meticulous work ethic by applying for this role today.

What you will do in this role

As a Quality Analyst on our team, you will:

• Calibrate evaluations, producing alignment measures and insight
• Provide direct feedback to evaluators to support improvement in alignment, agree SMART action plans and understand progress to plan and measure improvements
• Drive local quality calibration plan
• Conduct site calibration to ensure consistency across the business
• Support calibration accreditation initiative
• Support academy accreditation
• Compile complaint investigation and transcript requests
• Capture continuous improvement opportunities and close the loop through effective coaching
• Support Team Leader group with delivery of agent performance improvement action plans
• Produce actionable insight reporting and recommendations
• Conducting 1st line/2nd line evaluation checks

Your qualifications

Concentrix is a great match if you have:

• Minimum 2 years’ experience in contact centre environment
• A minimum of 2 years of experience working in the Quality space
• The ability to deliver feedback and effective coaching at a Team Manager and Operations Manager level
• A high level of attention to detail when calibrating evaluations
• Analytical skills, including knowledge of root cause analysis & actionable insight
• Can confidently work as part of a team or independently
• Strong facilitation and coaching skills
• Experience of working with customer metrics such as NPS, CSat
• A proven track record of achieving targets
• Clear credit, disciplinary and criminal records

Experience the best version of you!

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 450k+ game-changers around the globe call Concentrix their “employer of choice.”

Concentrix is an equal opportunity employer

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.