Customer Quality Assurance Analyst

An Information technology frirm is looking to hire a Quality Assurance Analyst

Job Description

Develop Evaluation & Training Programs

• Develop evaluation metrics that defines what quality means for each category of customer interaction

• Ensure that these evaluation metrics are relevant to the objectives of the department at the time. The aim is to measure what has the highest impact to the department, group or organization

• Work in partnership with the service desk team leads to develop the evaluation method and in disseminating this information across the relevant department(s) and teams in the customer interaction process chain

• Define how training needs would be identified within the department and or organization and the approach to closing the identified gaps.

• You will be responsible for knowledge management within the department. This means that you would identify the required knowledge (both new and updates), ensure it is documented accurately and staff use it as expected.

Quality Monitoring & Evaluation

• Ensure quality monitoring is carried out across all identified channels with the aim of providing actionable insight. E.g. key recommendations, improvement initiatives, etc.

• Ensure quality evaluation outcomes are documented and shared with the relevant parties according to

defined guidelines.

• Ensure staff are trained on quality policies and team leads are trained on how to use the evaluation feedback to coach their team members to improve.

• Adopt the utilization of technologies to deliver valuable data/insight that can help drive the changes to staff behaviour that would improve the overall customer experience.

• Pose as a mystery shopper for both Interswitch and her competition to identify service quality levels and recommend improvements where necessary.

Performance Reward/Recognition and Improvement System

• Contribute to the development of a performance reward and recognition system

• Develop/Drive initiatives on how to showcase exceptional performance and improvements achieved.

• Carry out agreed staff reward and/or recognition periodically in line with defined guidelines

Performance Management

• It is your responsibility to track your performance daily, weekly and monthly and assess your performance inline with your KPI targets.

• It is your responsibility to seek help to improve your performance where required.