QSSR-CCI GLOBAL-RTA-REAL TIME ANALYST

COMPANY NAME– CCI GLOBAL

JOB PROFILE – REAL TIME ANALYST

1. Purpose

To deliver real time insights and analytical reporting to internal and external stakeholders with the intention of driving improved business and customer experience processes.

2. Responsibilities

Ensure efficient daily operation of the team against KPI’s

• Adhere to the prescribed operating rhythm to ensure that daily, weekly and monthly targets are met
• Ensure consistent delivery of all KPI’s
• Ensures minimal or no productive downtime by immediately or where possible proactively flagging any system, environmental or other factors that will result in a reduction of productive time or outputs
• Adhere to all prescribed company policies and procedures
• Actively participate in or utilize all training opportunities, training material, knowledge base tools, upskills and calibrations that drive ongoing accuracy

Setting Quality Standards

• Audits representatives inbound and outbound voice or digital interactions, observing performance, techniques, and application of guidelines and procedures. Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
• Able to analyze data, record observations and identify key themes/trends related to quality, customer experience and other key business performance indicators. Expert understanding of customer experience delivery and NPS to be able to identify and share key behaviour impactors affecting same.
• Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and will participate in QA roll outs in training and nesting sign offs
• Participates in meetings and presentations or other designated special projects as assigned by department management.
• Calibrate with key internal and external stakeholders to ensure alignment
• To display professionalism in all correspondence with internal and external stakeholders and colleagues
• To work closely with and support departments as a seamless extension to all stakeholders
• To provide work of exceptional quality, that is accurate, neatly aligned, clear and concise in form of electronic communication
• Ensuring that daily, weekly and monthly assessment volumes are achieved, and contractual requirements are fulfilled – Omnichannel
• Identify and report risks to the operational team
• Provide detailed trending feedback and insights on markdown areas and successes
• Ability to take calls and handle them in line with operational agent standards

• Audits representatives inbound and outbound voice or digital interactions, observing performance, techniques, and application of guidelines and procedures. Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
• Able to analyze data, record observations and identify key themes/trends related to quality, customer experience and other key business performance indicators. Expert understanding of customer experience delivery and NPS to be able to identify and share key behaviour impactors affecting same.
• Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and will participate in QA roll outs in training and nesting sign offs
• Participates in meetings and presentations or other designated special projects as assigned by department management.
• Calibrate with key internal and external stakeholders to ensure alignment
• To display professionalism in all correspondence with internal and external stakeholders and colleagues
• To work closely with and support departments as a seamless extension to all stakeholders
• To provide work of exceptional quality, that is accurate, neatly aligned, clear and concise in form of electronic communication
• Ensuring that daily, weekly and monthly assessment volumes are achieved, and contractual requirements are fulfilled – Omnichannel
• Identify and report risks to the operational team
• Provide detailed trending feedback and insights on markdown areas and successes
• Ability to take calls and handle them in line with operational agent standards

Accurate call assessments

• Ability to research information to draw industry wide conclusions
• Build insight questioning frameworks to draw data and build quantitative outcomes
• Problem-solving, Data mining, Data and metrics interpreting, Analytical Reporting, Communication, Diagnostics, Troubleshooting, Creativity, Theorizing & Brainstorming
• Review recorded interactions with customers and ensure that proper steps were taken regarding completing the call objective(s), documenting all required information and completing administrative tasks required as per the prescribed guidelines
• Provide objective assessments regarding representatives’ compliance of process, and adherence to procedures for customer interactions
• Complete the required evaluation forms where required; the evaluation form is a typical check list provided to the Quality Analyst which covers key areas built into call processes such as; compliance, risk management, client service and development opportunity
• Provide feedback with accurate details to leaders and managers through monitoring practices
• Continuous training, calibration and upskilling to ensure alignment with current and new products, processes and launches

Client Management

• Able to build strong relationships with all internal and external functions where necessary and provide value added solutions to our clients
• A resilient approach and able to manage under pressure
• Excellent oral and written communication skills
• Providing insights on trends and agent behavior as well as how to improve productivity and business processes

Finance

• Identify, promote and gain support for improvement opportunities that will increase revenue and or reduce operating costs
• Proactive risk mitigation to reduce negative financial impact

Level of authority

• Provide guidance and advice to agents and management
• Provide weekly and monthly agent trending and feedback

3. Size

Real Time Analysts work in teams of 1 to 25 agents.

4. Skills and Competencies

• Good communication at all levels and an excellent command of the required language
• Active Listening skills
• Complaint handling skills
• Product knowledge and an understanding of customer service principles and practices
• Quality criteria and scoring ability
• Calibration sessions
• Efficient reporting capability
• Adaptability and resilience
• Target driven with high energy levels
• Computer literate with good key board skills
• Analyze, identify and collate accurate insights specific to the focus area
• Analytical Skills; Research ability, Framework build, Problem-solving, Data mining, Data and metrics interpreting, Analytical Reporting, Organization, Communication, Diagnostics, Troubleshooting, Creativity, Theorizing & Brainstorming
• Creative thinking Skills
• Organizational skills
• Time Management Skills
• Critical Thinking Skills
• Visualize, communicate and rationalize findings
• Draw logical conclusions
• Attention to detail ensuring all legislative and compliance requirements are covered for each call

5. Experience, Knowledge and Qualifications

• Excellent understanding of required language
• Excellent written and spoken communication skills
• Minimum of 1-year experience in contact center environment
• Experience in a quality assessment role advantageous
• Computer literate
• Proficient in Microsoft suite of products
• Self-motivated, as well as the ability to work in a team environment
• Experience in monitoring IB/OB calls and providing feedback an advantage
• Experience in coaching/mentoring an advantage
• All Training, Nesting & Quality benchmarking to must be achieved to be deemed competent for the role.
• Training/Time to competency usually takes 3 to 6 months

Note: Deadline for applications is not later than 5:00 Pm, March 15th, 2023.

Only shortlisted applicants will be contacted.

Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL MONITOR TO DISQUALIFICATION.