Quality Analyst - Johannesburg at Webhelp SA

Job Advert

• Opportunity awaits a diligent, highly organised and motivated Quality Analyst to join our team in Braamfontein, on an exciting new campaign.
• 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.
• 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.
• If you’re a driven, positive and motivated individual, looking to join a well-established company who values their employees then look no further and apply today

What you’ll be doing

• 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

What you’ll need

• Matric
• Ability to deliver feedback and effective coaching at Team Manager and Operations Manager level
• 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
• Proven track record of achieving targets
• Previous or current quality experience (Advantageous)
• Ability to work nightshift in line with US hours
• Clear credit, disciplinary and criminal records