Call Centre Quality–MiWay

Job Title: CALL CENTRE QUALITY ANALYST III

Location: Midrand, Gauteng, South Africa

Company: Sanlam Group

Minimum Requirement:

Deliverables include but will not be limited to

Provide categorical analysis of recorded conversations
Ensure categories and scores are maintained throughout the life cycle of evaluation.
Write logic statements to garner results that will deliver valuable intelligence/insights
Dealing with queries from your departments & assist with ad-hoc requests by relevant stakeholders
Use business intelligence to scale speech analytics in your respective business units
Extract data and convert it into meaningful information that can enhance the effectiveness of business decisions
Excellent communication skills, both written and verbal, to effectively present data and insights to stakeholders
Compile strategic dashboards and present to stakeholders at various levels of the organisation
Strong analytical and problem-solving skills to identify trends, patterns, and anomalies within conversations. This skill helps in extracting actionable insights and suggesting improvements or solutions based on the analysis
Management of existing reports/dashboards.

Competencies Required:

Strong analytical and problem-solving skills
Excellent written and verbal communication skills
An understanding in business analysis techniques, tools, and methodologies
Ability to work effectively in cross-functional teams and collaborate with stakeholders at all levels
Flexibility to adjust to changing priorities in a fast-paced environment is a must.
Must be able to work independently, yet comfortable in a collaborative team-oriented selling environment.
Ability to understand data analysis for the purpose of conveying the value of a technical/software solution.
Comfortable with technology and ability to quickly learn new technologies.
Develop reports of a strategic, tactical, or operational nature as required. Develop high-level analytical reports to respond to key business issues and current business needs.
Ongoing production of MIS outputs and reports to ensure consistent information supply in the required format/frequency.
Identify and leverage possible areas of optimization to enhance the organization’s service offering·

Closing date: 28 July 2023.