Quality Analyst - Retentions at Vodafone Global Enterprise

Role Purpose:

• Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom.
• Infinity Services Partner Company is looking for a Quality Analyst - Retentions to measure service delivery quality within all customer interaction touch-points against service quality standards and recommend methods of improvement.

Your responsibilities will include:

• Ensure adherence of agent handled customer interactions to the agreed quality standards for all interactions.
• Ensure that the qualitative and quantitative evaluation of the customer interactions across assigned customer touchpoints is assessed to ensure that the business KPI’s are achieved. Provide accurate oral and written feedback and coaching assistance to the business operational environment to ensure that FCR and NPS targets are achieved.
• Identify, recommend and support training & coaching interventions to improve Quality failures across customer interaction touchpoints.
• Identify, recommend and support Process and System improvements to improve Quality failures across customer interaction touchpoints.
• Identify, recommend and support Knowledge Management content integration process to ensure that service delivery agents are well equipped to deliver superior service.
• Identify and escalate business failures by coordinating and liaising with priority stakeholders. Accurately monitor the work of others: spotting errors, suggesting improvements and identifying quality issues across the team.
• Conduct call traces, call monitoring, agent performance trend analysis, process and system trend analysis to improve quality service delivery.
• To uphold ISO 9001/ 9002 standards of Customer satisfaction.

Job Knowledge:

• Telecommunications Industry Knowledge
• Service Industry
• Quality Methodologies
• Quality Management Systems Knowledge
• Fundamentals of Quality Assurance
• Knowledge of Contact Centre Procedures (Voice and Digital)
• PC Knowledge (MS Office, Excel advanced

Job Related Skills

• Qualitative and Quantitative Analysis
• Problem Identification & solutions-driven
• Quality Evaluation and Assessment
• Coaching for Performance
• Stakeholder Engagement & Interpersonal Skills
• Effective Written and Verbal Communication
• Assertiveness & Decision Making
• Negotiation & Conflict Management
• Attention to detail and accuracy
• Time Management
• Stress management
• Computer Proficiency in Microsoft Applications

Extreme Importance

• Analytical skills
• Interpersonal skills
• Stakeholder management
• Ability to analyse operational performance data and identify problems in the early stages
• Being able to put the customer at the heart of everything we do
• Agile in Adapting to Change
• Self-management
• Quality Focussed
• Performance Management
• Results Driven

Experience

• A Minimum of 2 years’ experience in Customer Care environment (essential)
• Experience in a quantitative or qualitative analysis environment (desirable).
• A minimum of 1 year of experience in the Quality Assessor function (desirable)
• Coaching program or experience (desirable)

Must have technical/professional qualifications:

• Matric/Grade 12 (Essential) + 2 years experience + quality scores to be taken into consideration
• Quality Management Qualification or related Qualification (highly advantageous)
• Assessor Accreditation certifications (highly advantageous)

Closing date for Applications: 25 July 2025.