Call Centre QA Analyst (Nightshift)

• Daily coaching feedback monitored and sent to Team Leaders and Operations to ensure traction
• Internal calibration sessions held every two weeks (where we unpack the calls sent to internal staff & score the agent based on analysis & align all process and quality related concerns)

• Escalations (Client Journeys) done daily (call analysis of query)

• Weekly reporting of CEO escalations that are analysed
• Calibration Weekly reports prepared and sent to the Client (every Friday)
• Biweekly quality reporting to the international quality team
• Monthly repeat call analysis report
• Monthly top ten agents incurring the highest repeats (deep analytical report)

• Daily Quality Assessments completed (the number of Assessments is dependent on various and /or other more urgent requirements that may be expected of me)
• Weekly Detailed Quality Report (sent every Tuesday to Operations & Team)
• Weekly call listening sent by the client to analyse
• Calibration sessions (voice of our clients) held every Tuesday, Wednesday & Friday

• Must be a people's person
• Must be passionate about other people's development and growth potential
• Must be comfortable facilitating reports, analysis & elaborate presentations during training
• Present and communicate information
• Coping with pressures and setbacks
• Delivering results and meeting client expectations
• Excellent administrations skills
• Attention to detail
• Good verbal communication skills
• Excellent adherence and QA scores

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