Quality Analyst
Telebest · Cape Town
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Start free — we apply for you →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.