QA, Quality Analyst

Job highlights

• The two objectives of this role are to drive effectively qualitative performance and superior customer experience of the Customer Connect Team. .

• Quality Analysts are responsible to audit calls, monitor email transactions and accurately measure qualitative performance of a Champion.

• The measured performance need to be coached on for higher performance within agreed timelines.

• They play the role of a classroom facilitator, coach and supervisor.

• Quality Analysts need to demonstrate effective leadership skills through developing awareness and knowledge of Client values, customer service skills, computer skills, product, policies and procedures.

• The two objectives of this role are to drive effectively qualitative performance and superior customer experience of the Customer Connect Team.