Webhelp South Africa, Customer Experience Innovators
We believe that creating a better customer experience delivers improved revenues, reduced costs and more loyal customers. That's why our blue-chip clients trust us to deliver excellent experiences to their customers.
Established in 2013, we have 2 experience centres in South Africa with ambitions to grow...
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Opportunity awaits a diligent, highly organised and motivated Quality Analyst to join our team in Cape Town, on an exciting 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.
You’ll be joining our fun-loving global community of more than 120,000 passionate people who work across 200 locations in over 60 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.
If you’re a driven, positive and motivated individual, looking to join a well-established company who values their employees then here’s your chance!
Don’t miss out on this opportunity to grow and thrive in your in your career as a Quality Analyst.
Put your knowledge and skill to the test 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
Ability to work US hours and rotational shifts
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)
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