Quality Assurance Analyst - Cape Town Region
Rain
As a quality assurance analyst you play a vital role of being a custodian of our customer experience. By ensuring that the overall quality of interactions between agents & customers is of the highest standard. You will be responsible for monitoring and evaluating calls (live and recorded) as well as ticket interactions to mitigate business risk and assist agents to be more effective in their roles by Identify root causes of quality issues and suggesting effective solutions. You will help recommend process improvement and initiatives aimed at enhancing efficiency and customer centricity within the CEG. Key Responsibilities: Call listening & evaluation Feedback & coaching Compliance monitoring Customer insights monitoring Process improvement recommendations Side by sides Quality calibration Requirements: High school diploma or equivalent Minimum of 3-year experience in customer support Previous quality assurance experience advantageous Well versed knowledge of rain products (current & legacy) and troubleshooting these products Familiarity with internal processes within the CEG Understanding industry best practices Personal Attributes: Attention to detail Advanced verbal communication skills Advanced written communication skills Empathy and patience Adaptability Orientated toward continuous learning Personal resilience Ability to work within a team & independently Effective time management skills
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