Quality Analyst at Africa Management Solutions Limited (AMSOL)

About the Job:

• The incumbent will be responsible for quality scores S/he will assist the Training and Quality Manager in setting quality standards across the organization’s work streams

Key Responsibilities:

•  Analyze agents’ work output against guidelines/standards and provide feedback
•  Identify agents’ strengths and Weaknesses
• Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
•  Compile and send daily, weekly and monthly quality reports and send to the Quality Analyst Supervisor and other relevant stakeholders.
•  Liaise with Team leaders to ensure that feedback and the identified quality gaps are addressed with the individual/team members.
• Collaborate with Operations to ensure that best standards are revised and updated where need be.
• Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher trainings.
•  Keep an up-to-date record of individual agents quality performance for use in performance reviews
• Participate in team briefings to provide the QA objective and also sit in calibration sessions

Minimum Qualifications:

• A degree or diploma in a business related field or equivalent
• Six months’ work experience in a contact center environment.

Preferred Qualifications:

• Experience in both data and voice accounts .