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Cape Town: Quality Analyst posted by Telebest

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Job Description

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

Qualifications

  • 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.



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