Quality Analyst At Africa Management Solutions Limited (Amsol)

About the Job:
The incumbent will be responsible for quality scores S/he will assist the Training and Quality Manager in setting quality standards across the organization's work streams

Key Responsibilities:
Analyze agents' work output against guidelines/standards and provide feedback
Identify agents' strengths and Weaknesses
Provide feedback to Team Leaders on identified areas that individual members of the team need to improve on for coaching.
Compile and send daily, weekly and monthly quality reports and send to the Quality Analyst Supervisor and other relevant stakeholders.
Liaise with Team leaders to ensure that feedback and the identified quality gaps are addressed with the individual/team members.
Collaborate with Operations to ensure that best standards are revised and updated where need be.
Provide feedback and recommendations on recurring and widespread gaps that should be addressed through training/refresher trainings.
Keep an up-to-date record of individual agents quality performance for use in performance reviews
Participate in team briefings to provide the QA objective and also sit in calibration sessions

Minimum Qualifications:
A degree or diploma in a business related field or equivalent
Six months' work experience in a contact center environment.

Preferred Qualifications:
Experience in both data and voice accounts .