Are you driven by excellence, meticulous in your work, and proud of your dedication?Ifyour answer is"yes,"then a Quality Analyst role at Concentrix is your next career move.
We'rea global technology and services leader that powers the brands of the future. We help well-known brands — the ones you useevery day— improve their businesses with technology and integratedsolutions,in over 70 countries.
We are seeking a motivated game-changer to join our dynamic Durban office, where you will lead the Quality framework on an exciting campaignandmake a significant impact onyourteam'ssuccess.
In this role,you'llwork closely with Operations to provide targeted support to Team Leaders and Advisors, enhancing performance through insightful, actionable quality feedback. Your efforts will bekey todelivering an exceptional customer experience.
A critical eye for detailisessential in this roleaswell as analytical and problem-solving skills.You should be able to work well under pressure, meet tight deadlines and communicate efficiently.
Thisis a fantastic opportunity to leverage your existing knowledge of our processes andmake a significant impact onourteam'ssuccess.
Take the next step in your promising and rewarding career and apply today.
What you will do in this role As a Quality Analyst on our team, you will:
Calibrate evaluations, producing alignment measures and insightProvide direct feedback to evaluators to support improvement in alignment, agree SMART action plans and understand progress to plan and measureimprovementsDrive local quality calibrationplanConduct site calibration to ensure consistency across the businessSupport calibration accreditation initiativeSupport academy accreditationCompile complaint investigation and transcriptrequestsCapture continuous improvement opportunities and close the loop through effectivecoachingProduce actionable insight andrecommendationsConcentrix isa greatmatch if you have:
A matric certificate6 months experience in a contact centre environment Experience working as a Quality Analyst or in a Quality Department The ability to deliver feedback and effective coaching at a Team Manager and Operations Manager levelStrong facilitation and coaching skillsA high level of attention to detail when calibrating evaluationsA proven track record of achieving targetsClear credit, disciplinary and criminal recordsIf you feel youdon'tcheck every box, we still encourage you to apply.We'lldo our best to match you with the right job, whetherit'sthis or another role.
Concentrix is an equal opportunityemployer We'reproudly united as one team, one company, globally.We'recommitted to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practicesare basedon business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.
Eligibility to work In accordance with the South African law, only applicants who are legally authorised to work in SA willbe consideredfor this positionandthe appointment will be made in line with thecompany'sEE Plan.
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