Quality Analyst

at  Webhelp

Job Advert
Are you driven by excellence, meticulous in your work, and proud of your dedication? If your answer is “yes,” then a Quality Analyst role at Concentrix is your next career move.
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.
We are seeking a motivated game-changer to join our dynamic Durban office, where you will lead the Quality framework on an exciting campaign and make a significant impact on your team’s success.
In this role, you’ll work closely with Operations to provide targeted support to Team Leaders and Advisors, enhancing performance through insightful, actionable quality feedback. Your efforts will be key to delivering an exceptional customer experience.
A critical eye for detail is essential in this role as well as analytical and problem-solving skills. You should be able to work well under pressure, meet tight deadlines and communicate efficiently.
This is a fantastic opportunity to leverage your existing knowledge of our processes and make a significant impact on our team’s success.
Take the next step in your promising and rewarding career and apply today.

YOUR QUALIFICATIONS

Concentrix is a great match if you have:

• A matric certificate
• 6 months experience in a contact centre environment
• Experience working as a Quality Analyst or in a Quality Department
• The ability to deliver feedback and effective coaching at a Team Manager and Operations Manager level
• Strong facilitation and coaching skills
• A high level of attention to detail when calibrating evaluations
• A proven track record of achieving targets
• Clear credit, disciplinary and criminal records

If you feel you don’t check every box, we still encourage you to apply. We’ll do our best to match you with the right job, whether it’s this or another 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
• Produce actionable insight and recommendations