Quality Analyst

Job Advert

Opportunity awaits a diligent, highly organised and motivated Quality Analyst to join our team in Johannesburg, for one of our amazing campaign.

A critical eye for detail is essential in this role as well as analytical and problem-solving skills. You should have an interest in content and people and should be able to work well under pressure.

If you’re a driven, positive and motivated individual, looking to join a well-established company who values their employees then look no further and apply today.

What you’ll be doing

• Calibrating evaluations, produce alignment measure and insight
• Providing direct feedback to evaluators to support improvement in alignment, agree SMART action plans, understand progress to plan and measure improvements
• Driving local quality calibration plan
• Conducting site calibration to ensure consistency across the business
• Supporting calibration accreditation initiative
• Supporting academy accreditation
• Completing complaint investigation and transcript requests
• Capturing continuous improvement opportunities and close loop through effective coaching
• Producing actionable insight and recommendations

What you’ll need

• Matric
• The ideal candidate would need to have at least 6 months tenure within Verizon.
• Ability to deliver feedback and effective coaching at Team Manager and Operations Manager level
• High level of attention to detail when calibrating evaluations
• Experience of the quality framework or working in a quality assured environment
• Strong facilitation and coaching skills
• Proven track record of achieving targets
• Previous or current quality experience (Advantageous)
• Clear credit, disciplinary and criminal records
• Able to work US working hours 2 shifts 2pm to 23pm. Then 6pm to 3am
• BPO experience
• Experience with Customer service, Collections & Sales

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.

Eligibility to work

In accordance with the South African law, only applicants who are legally authorised to work in SA will be considered for this position and the appointment will be made in line with the company’s EE Plan