Quality Analyst at hearX Group

Job purpose:

• Responsible for monitoring calls and email responses to assess agent’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures to ultimately improve quality of performance in the contact center (“Hearing Hub”).

Minimum education (essential):

• Matric

Minimum education (desirable):

• Call Centre Certification
• Quality Assurance Certification

Minimum applicable experience (years):

• 5 years

Required nature of experience:

• Quality Assurance in a call centre
• Training facilitation 
• Customer interaction

Skills and Knowledge (Desirable):

• Quality Assurance - analysis and interpretation of calls and text based communication methods
• Customer relationship management system
• Coaching or training experience
• Call Monitoring
• Quality Assessment
• Feedback and coaching
• Process Analyze
• Process Improvement
• Training and Development
• Quality Reporting
• Compliance
• Customer Feedback Analysis
• Stakeholder Communication