Insight Analyst We would like to make sure that everybody has the opportunity to succeed, and we will ensure that the process for all internal recruitment is transparent and fair, this will ensure that we get the best candidates. Creative Thinking Skills Organizational Skills Time management Skills Critical Thinking Skills Consolidate, organize and interrogate large volumes of data Visualize, communicate and rationalize findings Draw logical conclusions Find solutions and provide recommendations Responsibilities Develop the foundation needed to determine customer and business insights. Create data entry points, interrogate information, correlate, and create robust reporting summaries that can drive performance improvements (KPI's) and improve customer experience through recommendations on how to improve the business performance in terms of achieving service levels or KPI's Present these findings in a clean, accurate and detailed manner that speaks to all levels of the organization and client needs. Adapt a continuous improvement outlook on activities with the intent to optimize and recommend suggestions to improve efficiencies. Objectively monitor recorded or live customer interactions i.e. voice and digital to measure adherence to prescribed processes and guidelines with the objective of resolving or completing the call objective(s), documenting all required information and completing administrative tasks required. Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers. Analyze data, record observations and identify key themes/trends related to quality, customer experience and other key business performance indicators with the intention of delivering actionable business insights in the form of daily, weekly or monthly reporting packs. Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and will participate in QA roll outs in training and nesting sign offs Extract and analyze historical data to identify trends or for comparison purposes Deliver a pre-determined volume of audits within agreed service levels (SLA) Make recommendations on how to improve the business performance in terms of achieving service levels or KPI's Have general understanding of ISO and TCF Calibrate with key internal and external stakeholders to ensure alignment Deliver 2hr weekly call handling to maintain skill Outputs of Job Successful candidates will have a commercially focused approach to quality assessments, examining and feeding back on calls on a range of areas, including customer experience, sales process, sales maximization, regulatory compliance and overall agent performance. Grade 12 matric with Mathematics Minimum 2 years' experience in Contact Centre Environment preferably in an analytical role Organized and able to work with large data sets Reliable and able to work well under pressure Advanced knowledge of MS Office products Operational understanding of Inbound, Outbound, Voice and Non-voice platforms Excellent Communicator and presentational skills Exposed to many industry verticals i.e. Financial Services, Telecommunications, Media and Entertainment, Retail etc across the Africa, Europe and Australia Must have worked with ASR (Automated Speech Analytics) platforms VBA and Power BI an advantage Skills: Organized Applicants must have a determined and positive attitude with a commitment to business improvement Excellent written and verbal communication skills Self motivation, as well as the ability to work in a team environment Experience in monitoring IB/OB calls and providing feedback an advantage Experience in coaching/mentoring an advantage Analytical Skills; Research ability, Framework build, Problem-solving, Data mining, Data and metrics interpreting, Analytical Reporting, Organization, Communication, Diagnostics, Troubleshooting, Creativity, Theorizing & Brainstorming Market Related Apply Now

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Quality Agent Umhlanga - South Africa

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