Opportunity Description
About Us and Role Purpose
Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom.
Infinity Services Partner Company is looking for a Quality Analyst to measure service delivery quality within all customer interaction touch-points against service quality standards and recommend methods of improvement.
Your responsibilities will include:
Ensure adherence of agent handled customer interactions to the agreed quality standards for all interactions.
Ensure that the qualitative and quantitative evaluation of the customer interactions across assigned customer touchpoints is assessed to ensure that the business KPI’s are achieved. Provide accurate oral and written feedback and coaching assistance to the business operational environment to ensure that FCR and NPS targets are achieved.
Identify, recommend, and support training & coaching interve...