Dive into greatness!

We're looking for a proactive leader who thrives on working with people, enjoys finding innovative solutions, and is passionate about delivering exceptional customer experiences.

In this role as Contact Centre Training and Quality Analyst, you will oversee Quality Assurance activities by assessing performance across all customer channels, sharing valuable feedback, and partnering with Team Leaders to drive improvements. You will also support recruitment efforts by participating in interviews and selection processes, as well as provide training and coaching to help team members succeed and grow.

Your efforts will have a direct impact on both customer satisfaction and the ongoing development of our people.

Does this sound interesting to you? Here's what you must have to match our requirements:

A minimum of 18 months experience in either an operational support role or a frontline customer support role;
Ability to train all skills and levels of contact Centre agents;
Strong proficiency in but not only Microsoft Office (intermediate Word and Excel);
Creative ability, writing proficiency and excellent interpersonal verbal and written communication skills;
Strongly abreast with all support services/channels, systems, processes and procedures;
Must be self-motivator and innovative self-starter with flexible in working hours;
Conversant with recruitment, interviewing and selection processes as well as acquainted with quality assurances processes;
Must adapt well to change and successfully set and adjust priorities as needed to work under time constraints and meet deadlines;
Proven ability to work effectively in a team environment as well as independently with minimal supervision;
Excellent communication and interpersonal skills, with the ability to provide constructive feedback and coaching;
Outstanding customer service skills and dedication to providing exceptional customer care;
Training and leadership experience in the industry;
Be willing to learn and attend further training to keep up with latest updates.

Expected Hours

This is a full of Work-time position with forty (40) hours a week. Occasional evening and weekend work may be required as job duties demand.

Does this sound like you? Here’s how you can hit a few plus points for this position:

MQF Level 4 standard of education and or equivalent
Technical Support, QA accreditation or equivalent experience
Knowledge of Quality Management Systems (QMS)
Firmly driven interest in training and in the QA analytics in customer support channels including social media channels;
Exceptional listening and analytical skills with sound technical background.

If this describes you, then this is a glimpse of what you'll be doing:

Establish, maintain quality assurance guidelines, standards, and procedures for the contact centre by effective evaluation of customer service interactions to ensure compliance with company policies and procedures;
Create training programmes and develop materials for new and existing contact centre agents, utilising AI tools where appropriate to support content development, personalisation, efficiency, and continuous quality improvement;
Produce training material and relevant support resources for new services or product launches, leveraging AI where possible to enhance speed of creation, knowledge accuracy, and ongoing updates;
Provide specialised support to the teams whilst remote and in office;
Conduct regular quality assurance assessments to identify areas for improvement and provide feedback and coaching to contact centre staff;
Develop and implement effective strategies and practices to reach optimal First Contact Resolution (FCR) to enhance customer satisfaction and improve overall service quality;
Collaborate with CC Management and Team Leaders to identify agent knowledge/skill gaps and ensure QA performance trends are supported by actionable data;
Coordinate with the People Team on recruitment including interviewing and lead selection process decisions ensuring they meet desired skills and competencies;
Manage stock of training consumables and ensure its proper usage;
Update, maintain CC staff data register;
Liaise with the marketing team, and become a liaison between the contact centre and marketing to provide specialised customer feedback to help support product launches and FAQs;
Create QA guidelines for the teams and ensure its upkeep;
Conduct specialised side-by-side coaching with agents that are new to ensure that what was learnt in the classroom, is followed through;
Provide specialised assistance and training to other contact centre teams including Reception, Processing and Multi-Channel;
Perform other duties as required by management.

What’s in it for you?

Here’s a glimpse of what we’ll offer you for being brilliant:

Benefit from working within a hybrid organisation, enjoying a balance between working from the office or any other location of your preference
No more bills! Free UNLIMITED GO services for your home and mobile
Discounted GO Freedom Mobile Plan for 4 individuals of your choice
Four weeks paid birth-leave for all non-birthing parents
Four weeks of paid leave for Pregnancy Loss, in line with the Company’s Pregnancy Loss policy.
Paid Pediatric First Aid Course for expecting parents.
Private Hospital Health Insurance, to protect you from unexpected, high medical costs
A budget to spend on your own personal and/or professional development
Therapy sessions to support your needs in collaboration with Richmond Foundation
A budget dedicated to your children’s summer school costs
Get the best tech for yourself at unbeatable prices with a 10% Klikk discount… and more!

Contact Centre Training and Quality Analyst

Job Description