Call Centre QA Analyst (Nightshift)

The suitable and successful candidate will be responsible for the overall development and performance of an assigned incubation team through the facilitation of the course map and as well as leading and developing the team of incubation agents. Also responsible for the coaching of ‘bottom performers’ as assigned.

Responsibilities: 

Coaching

• Daily coaching feedback monitored and sent to Team Leaders and Operations to ensure traction


• Internal calibration sessions held every two weeks (where we unpack the calls sent to internal staff & score the agent based on analysis & align all process and quality related concerns)

Client Feedback & Alignment

• Escalations (Client Journeys) done daily (call analysis of query)

Reporting

• Wee...