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Call Centre Quality–MiWay

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Job Title: CALL CENTRE QUALITY ANALYST III

Location: Midrand, Gauteng, South Africa

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Company: Sanlam Group

Minimum Requirement:

  • Matric
  • Interaction Analytics experience would be an advantage
  • QA technical experience and knowledge
  • Proficient in Excel

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.

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