Dayshift Quality & Insight Analyst - Nutun
Trending Talent SolutionsDurban, KwaZulu-Natal, South Africa3 days ago
Job descriptionThe Quality Assessor must be able to set the quality standards for our client’s interactions. To display professionalism in all correspondence with internal and external clients / colleagues. Excellent oral and written communication skills To work closely and support all relevant stakeholders. To send work that is accurate, neatly aligned, clear and concise in form of electronic communication. Effective self-management Attention to detail. Analytical thinking Proficient in MS Office Review files completed and ensure that proper steps were taken regarding completing the interaction objective(s), documenting all required information and complete administrative tasks required. Provide objective assessment regarding representatives’ compliance of process, and adherence to procedures for interactions with customers. Complete the required evaluation forms where required; the evaluation form is provided to the Quality Assessor which covers key areas built into interaction processes such as compliance, risk management, client service and development opportunity. Send a Risk / Coaching / Recognition Alert to the team manager for sign-off. Update all relevant trackers (Risk / Coaching / Recognition / Split / Distribution / Agent list, etc. Send daily TM update for operational morning meetings - this should be an email advising of trends identified by TM for the previous day’s work. Prepare, Facilitate, and send electronic Buzz session documents to relevant agents. Participate in internal & external calibrations sessions as required. As and when required, take calls, complete chats or emails upon request from the business You will be required to complete quality assessments on the quality and compliance scorecard depending on the client requirements per campaign. Provide Insights and Inventions on noted campaign / individual challenges. Deployment of our new Signature practice which includes calibrations with the clients. Undergo a full accreditation process with current and new clients as per the Signature practice. Internal morning meeting - discuss trends identified from the previous day’s monitoring during the morning huddle by teams. Analyse agent feedback on the coaching response to understand if the coaching session has been effective. Prepare and participate in meetings with the operations team, if required Follow up with operational TMs if the coaching documents have not been uploaded on the drive, if out of SLA Listen to follow up calls to understand if the coaching suggestions are being implemented. Participate in internal calibrations sessions. Share calibration calls with team manager for external calibration. Attendance : To maintain a benchmark of 95% Accuracy : To maintain a benchmark of 95% Productivity : To ensure 100% productivity
We are a people-orientated business that provides outsourced contact centre solutions and specialises in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all our people within the business. Our highly engaged environment displays our passion to create a great place for our people to work and it is teamwork that drives our success.
Requirements
- Minimum +1 year Quality & Insights experience ( Broadband / + Fibre )
- Clear Credit and Criminal
- Excellent Communication skills
- Experience with coaching and buzz sections
- Must be able to work Australian Hours
Competencies Required
Key Responsibilities
Key Performance Indicator
OUTPUT
Durban
Published Date : 09 October 2025
Closing Date : 09 December 2025
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Quality Analyst • Durban, KwaZulu-Natal, South Africa
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