Quality Analyst

Duties and responsibilities

Listen and rate conversations held between our team members and customers against quality standards.
Analyse the observations gathered and effectively provide feedback to the team members and their managers on the quality of their performance.
The QA is also expected to be the point of contact and subject matter expert for specific campaigns wherein you will liaise with department heads and clients to ensure quality is aligned with training and operations.
Ensure that opportunities identified are remediated and closed out in a timely manner.
Ensure that all reviews provided are cleared daily.
Ensure any incident required is raised accordingly.
Conduct root cause analysis and provide insights.

Qualification and Competencies

Experience on phone, email and live chat support for at least 6 months required, experience as support in banking or similar industry preferred
Good problem solving and critical thinking skills...