Call Centre Qa Analyst (Nightshift)

Creating purposeful careers as we build the future of contact centre solutionsThe suitable and successful candidate will be responsible for the overall development and performance of an assigned incubation team through the facilitation of the course map and leading and developing the team of incubation agents. Also responsible for coaching 'bottom performers' as assigned.Responsibilities:CoachingDaily coaching feedback monitored and sent to Team Leaders and Operations to ensure traction.Internal calibration sessions held every two weeks to unpack the calls sent to internal staff, score the agent based on analysis, and align all process and quality-related concerns.Client Feedback & AlignmentDaily escalations (Client Journeys) through call analysis of queries.ReportingWeekly reporting of CEO escalations that are analyzed.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).Quality AssuranceDaily Quality Assessments completed (the number of assessments is dependent on various and/or other more urgent requirements).Weekly Detailed Quality Report sent every Tuesday to Operations & Team.Weekly call listening sent by the client to analyze.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, and elaborate presentations during training.Present and communicate information effectively.Coping with pressures and setbacks.Delivering results and meeting client expectations.Excellent administration skills.Excellent adherence and QA scores.SkillsCoachingCoaching IndividualsQuality AssuranceQuality ComplianceBusiness Process Outsourcing (BPO)Facilitation
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