Customer Care Quality Analyst at Vodafone Global Enterprise

Role Purpose

• The Quality Analyst is responsible for assessing customer interactions against defined quality standards, identifying performance trends, and providing coaching recommendations that drive continuous improvement.
• The role supports operational excellence by ensuring adherence to quality frameworks, regulatory requirements, customer experience standards, and business performance objectives, including First Contact Resolution (FCR), Net Promoter Score (NPS), and customer satisfaction targets.
• The succesful candidate will collaborate closely with Operational Leaders, Team Leaders, Trainers, and other stakeholders to identify opportunities for improvement, enhance agent capability, and support a culture of service excellence.

Key Accountabilities

Quality Monitoring & Evaluation

• Evaluate customer interactions across voice and digital channels against established quality standards and scorecards.
• Conduct call listening, call monitoring, chat, email, and digital interaction assessments.
• Ensure consistency and accuracy of quality evaluations across all customer touchpoints.
• Perform qualitative and quantitative analysis of customer interactions to identify trends and improvement opportunities.
• Monitor quality performance against operational KPIs and customer experience objectives.
• Maintain accurate and comprehensive quality assessment records and reports.

Coaching & Performance Improvement

• Provide timely, constructive verbal and written feedback to Team Leaders and Operational Management
• Conduct side-by-side coaching sessions and call listening reviews with agents.
• Identify behavioural, process, and knowledge gaps affecting quality performance.
• Recommend and support targeted coaching and development interventions.
• Assist operational teams in improving quality, FCR, NPS, Customer Satisfaction, and compliance results.
• Support onboarding and continuous learning initiatives for new and existing agents.

Analysis & Reporting

• Conduct trend analysis on customer contacts, quality failures, process adherence, and operational performance.
• Analyse quality data to identify recurring customer pain points and operational inefficiencies.
• Generate quality reports and insights that support operational decision-making.
• Identify emerging risks and escalate quality concerns proactively.
• Support root-cause analysis initiatives and recommend corrective actions

Process & Continuous Improvement

• Identify process, policy, system, and knowledge management gaps impacting service quality.
• Recommend solutions that improve customer experience and operational efficiency.
• Support implementation of quality improvement initiatives and projects.
• Participate in calibration sessions to ensure scoring accuracy and consistency across the quality function.
• Contribute to quality framework enhancements and best-practice implementation.

Stakeholder Engagement

• Liaise effectively with Operations, Training, Knowledge Management, Workforce Planning, and Customer Experience teams.
• Support quality governance processes through regular stakeholder engagement.
• Escalate critical quality findings and business risks to relevant stakeholders.
• Build strong working relationships that support continuous performance improvement.

Compliance & Quality Frameworks

• Ensure adherence to internal policies, quality standards, and regulatory requirements
• Support compliance with ISO 9001 quality management standards.
• Maintain auditing integrity and confidentiality of customer information.
• Ensure quality processes are applied consistently across all customer interaction channels.

The successful candidate will be expected to:

Performance Expectations

• Consistently achieve quality assessment productivity targets.
• Deliver accurate and objective quality evaluations.
• Improve operational quality scores through effective coaching interventions.
• Support achievement of FCR, NPS, Customer Satisfaction, and service excellence targets.
• Identify quality risks and opportunities proactively.
• Meet reporting and analysis deadlines.
• Maintain high levels of stakeholder satisfaction and engagement.
• Contribute to continuous improvement initiatives that enhance customer experience and operational performance.

Core Competencies

• Customer Focus
• Delivering Results and Meeting Customer Expectations
• Quality Orientation
• Attention to Detail
• Analytical Thinking
• Problem Solving
• Planning and Organising
• Decision Making
• Adaptability and Change Agility
• Self-Management
• Functional Competencies
• Quality Evaluation and Assessment
• Coaching for Performance
• Quantitative and Qualitative Analysis
• Performance Management
• Stakeholder Management
• Negotiation and Conflict Resolution
• Root Cause Analysis
• Report Writing and Presentation Skills
• Effective Written and Verbal Communication
• Time Management
• Job Knowledge

Job Knowledge

• Telecommunications and Contact Centre Operations
• Quality Assurance Methodologies
• Customer Experience Management
• Voice and Digital Channel Operations
• Call Monitoring and Quality Assessments
• Root Cause Analysis
• Performance Reporting and Analysis
• FCR and NPS Principles
• Service Level Management
• ISO 9001 Standards
• Microsoft Office Suite (Advanced Excel)

Qualifications and Experience

• Grade 12 / Matric
• Relevant qualification in Quality Management, Business Management, Customer Service, or a related field
• Minimum 2 years' experience in a Customer Care or Contact Centre environment
• Minimum 2 years' experience in a Quality Analyst, Quality Assessor, or QA role
• Experience in quality monitoring across voice and digital channels
• Experience providing coaching, feedback, and performance improvement support
• Experience analysing quality and operational performance data

Advantageous

• Quality Management Qualification
• Assessor Accreditation
• Coaching or Facilitation Certification
• Contact Centre Quality Assurance Certification
• Telecommunications industry experience
• Exposure to ISO 9001 quality standards
• Experience with customer experience and quality management frameworks

This is a 12 month Fixed Term Contract position.

Closing date for Applications: 22 September 2026