Quality Analyst, Cape Town

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.