Quality Analyst

at  Webhelp

Job Advert
Opportunity awaits a diligent, highly organised and motivated Quality Analyst to join Concentrix + Webhelp in our dynamic Durban office, working on an exciting international campaign.
With game-changers in over 70 different countries, we celebrate our differences and embrace what makes you unique. Imagine being a part of a company that supports each other’s success and well-being, giving you the tools and support you need to be the best version of yourself and embark on a career with endless possibilities.
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.
We want people who understand how to prioritise, people who can meet tight deadlines and communicate efficiently.
If you’re a driven, positive and motivated individual, then put your best foot forward and apply today.

YOUR QUALIFICATIONS AND EXPERIENCE

Concentrix + Webhelp is a great match if you have:

• Matric
• The ability to deliver feedback and effective coaching at Team Manager and Operations Manager level
• A 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
• A proven track record of achieving targets
• Previous or current quality experience (Advantageous)
• Clear credit, disciplinary and criminal records

Please note that the appointment will be made in line with the Company’s EE Plan.

WHAT YOU WILL DO IN THIS ROLE

As a Quality Analyst on our team, you’ll be:

• 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