Quality Analyst

at  Webhelp

Job Advert
If you’ve been waiting for an opportunity to further your career at Concentrix, then seize this moment and let your knowledge and skillsets shine.
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 Cape Town as a Permanent Quality Analyst working on an amazing campaign.
This is a fantastic opportunity to gain practical experience to aid the next steps in your career and leverage your existing knowledge of quality processes and content moderation.
A critical eye for detail is essential in this Permanent 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.

• 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