Job Description
About the Role
Telebest is seeking a highly skilled Quality Analyst to join our team in Cape Town. As a key member of our quality assurance department, you will play a crucial role in ensuring that our customer care team delivers exceptional service to our customers. With your expertise in fintech fundamentals and strong analytical skills, you will identify areas for improvement and provide actionable insights to drive business growth.
Key Responsibilities
- Evaluate and analyze the performance of our customer care team from a quality perspective.
- Provide insightful analysis, feedback, and recommendations to improve customer service levels.
- Identify process and agent opportunities to enhance service delivery and exceed customer expectations.
- Maintain a keen eye for detail to ensure accuracy and compliance with established protocols.
- Utilize your expertise in fintech fundamentals to support the team’s proficiency.
- Foster effective communication and collaboration within the team to achieve collective goals.
- Leverage your exceptional listening and analytical skills to identify areas for improvement.
- Utilize MS Office, particularly Excel, to compile and present comprehensive reports.
Requirements
- Strong knowledge of customer care processes and techniques.
- Proficient in written and verbal English language skills.
- Exceptional attention to detail and the ability to identify process and agent opportunities.
- Experience with fintech fundamentals is highly desirable.
- Excellent oral, written, and interpersonal communication skills.
- Solid understanding of MS Office, with a focus on Excel.
- Demonstrated ability to thrive in a team-oriented environment.
- Minimum of 1 year of prior experience in BPO, Quality Assurance, or Audit.
- Prior experience in customer care within the fintech industry is a plus.
Qualifications
- Formal education/certifications not explicitly mentioned in the original job description.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Customer Service Jobs in Western Cape
In the Western Cape, customer service positions are generally in high demand across various industries, often driven by the growing need for exceptional customer experiences in a competitive marketplace. This has led to an increase in job opportunities for those interested in this field. As a result, individuals seeking a career in customer service can expect to find a range of roles available.
The salary range for customer service positions in Western Cape can vary significantly depending on factors such as the individual’s level of experience, the company size and type, and the specific industry sector. Typically, entry-level positions may offer a basic salary range between R300 000 – R500 000 per annum, while more senior roles or those in larger organisations may command higher salaries ranging from R600 000 – R1 200 000 per annum. However, these are broad estimates and actual salaries can vary widely.
Common skills required for customer service roles include effective communication, problem-solving, adaptability, empathy, time management, and attention to detail. Many employers also place a strong emphasis on emotional intelligence, as well as the ability to work in a fast-paced environment and handle multiple tasks simultaneously. It is generally advantageous for candidates to possess these skills, which are often considered essential for success in this field.
Customer service positions can be found across various industries, including financial services sector, technology industry, manufacturing sector, and more. In South Africa’s growing economy, many organisations are recognising the importance of delivering exceptional customer experiences to drive business growth and competitiveness.
Career progression opportunities for those in customer service roles are often plentiful. With experience and additional training, individuals can move into supervisory or management positions, take on specialist roles such as customer success manager, or transition into related fields like sales or operations management.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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