Operations Quality Analyst

Role Summary

This role is responsible for providing operational, quality assurance, and administrative support to the telesales department. The successful candidate will play a key role in monitoring call quality, supporting operational processes, investigating customer queries, and ensuring compliance with company standards while assisting management in driving team performance.

Responsibilities

• Conduct daily call quality assessments and provide constructive feedback.
• Review and report on a minimum of two agent evaluations per day.
• Identify quality trends, performance gaps, and compliance risks.
• Review and approve credit requests relating to cancelled customers.
• Process cancellation-related credit requests within agreed service levels.
• Submit Employment Loss Relief (ELR) requests as required.
• Process Proof of Address (POA) requests and maintain accurate supporting documentation.
• Liaise with Activations, Finance, and other internal departments to ensure timely resolution of requests.
• Investigate customer complaints, including retrieving and reviewing call recordings.
• Handle sales-related queries and operational escalations.
• Monitor agent productivity throughout the day, including call volumes, pause times, sales performance, and attendance.
• Communicate hourly productivity updates to agents and escalate concerns where necessary.
• Maintain accurate records and provide operational support to management.

Qualifications Required

• Matric / Grade 12

Work Experience

• Minimum of 3 years' experience in a telesales or contact centre environment.
• Minimum of 2 years' experience in Quality Assurance and coaching within a sales environment.