Quality Analyst at OneCart

Job Description

• OneCart is looking to hire a Quality Analyst, to maintain a high and consistent level of support quality across the team.
• Responsible for monitoring and inspecting customer communication channels to contribute towards improvement of the company's final processes and procedures in order to meet established quality standards for our clients.

Customer Service Quality Assurance

• Audit customer service agents' interactions with customers (live, recorded, and side by side) to measure performance against quality standards, including subjective components such as soft skills and courtesy.
• Identify key behaviours and defects that drive or reduce the quality of service and customer satisfaction.
• Investigate customer complaints and non-conformity issues, provide corrective and preventive actions
• Detect broken SOPs, service scripts, skills gaps and address/suggest areas of the improvements on product/procedures/process/policy to relevant parties
• Record and provide structured feedback and recommendations, verbal and/or written
• Identify training needs to meet quality standards and enable knowledge retention, good behaviors and skills practices and reduce negative customer experience and improve customer satisfaction
• Participate in calibration sessions to maintain consistency in internal evaluations.

Reporting

• Report on recommendations to improve customer services
• Produce reports that reflect support performance
• Accompany evaluations with meaningful and constructive feedback
• Effective teamwork and Self –Management
• Maintain a positive attitude
• Take ownership of driving your career development (skills and knowledge)
• Plan and prioritise, demonstrating abilities to manage competing demands to achieve agreed deliverables
• Communicate effectively, maintain relationships
• Follow any lawful and reasonable instruction from your line manager
• Act as part of the Customer Service and Operations team by assisting other members of the team to achieve common goals
• Consistently live and be an example of the Company values
• Timely reporting of all instances of suspected or proven fraud via the appropriate reporting channel
• Adherence to the company policies and associated company policies and procedures
• Contribute to the team culture in a positive manner

Minimum Academic, Professional Qualifications & Experience

• Relevant qualification/s in a related field
• One year of related experience required and/or 1 year+ of Service Quality/Customer Experience/Quality Auditor/Quality Inspection, preferably in a technology/e-commerce environment
• Experience in the customer service space
• Hands-on experience in quality assurance
• Proven examples of data visualisation abilities and understanding of support metrics

Working conditions

• A balance of Hybrid and office work model, at management discretion
• You may be required to work overtime work from time to time to meet agreed deadlines.