Quality Analyst

We are seeking a detail-oriented and analytical Quality Analyst to join our team. The successful candidate will be responsible for monitoring, evaluating, and improving the quality of customer interactions, incident management processes, and service delivery standards across our Service Desk teams.

This role plays a critical part in ensuring compliance with internal procedures, maintaining service excellence, identifying performance trends, and driving continuous improvement initiatives.

Key Responsibilities:

Quality Monitoring & Call Alignment

• Audit and evaluate customer calls, tickets, and email correspondence.
• Assess telephonic conformance, incident management, and record-keeping practices.
• Compile daily, weekly, and monthly quality reports.
• Identify trends, process gaps, and areas of non-compliance.
• Conduct call interventions and recommend corrective actions.
• Monitor service desk productivity and performance metrics.
• Ensure accurate and meaningful customer feedback.

Reporting & Analysis

• Prepare and distribute performance and quality monitoring reports.
• Compile client-facing quality reports.
• Analyse call volumes, call patterns, and operational trends.
• Report on inefficiencies, inaccuracies, and opportunities for improvement.
• Provide recommendations to enhance operational performance.

Customer Service & SLA Validation

• Validate service levels against contractual obligations.
• Conduct telephony SLA assessments and reporting.
• Prepare service validation and sign-off reports.
• Investigate customer queries through call reviews and ticket analysis.
• Ensure professional, timely, and accurate client communication.

Performance Feedback & Continuous Improvement

• Provide quality-related feedback to Team Leaders and management.
• Analyse performance trends and identify training needs.
• Support continuous improvement initiatives through data-driven insights.
• Review adherence to internal ticket and case logging procedures.
• Assist with employee coaching, development, and recognition initiatives.

Compliance & Governance

• Ensure adherence to company policies, procedures, and quality standards.
• Promote best practices and consistent application of operational processes.
• Report instances of non-compliance and policy deviations.

Minimum Requirements

• Matric (Grade 12) or equivalent qualification.
• 2+ years' experience in a Quality Assurance, Service Desk, Call Centre, or Customer Service environment.
• Strong analytical, reporting, and problem-solving skills.
• Proficiency in Microsoft Excel and other Microsoft Office applications.
• Excellent verbal and written communication skills with exceptional attention to detail.

Advantageous: Experience within an IT Service Desk environment and exposure to SLA monitoring, call auditing, and performance reporting.

Work Location: In person