As a Quality Analyst at Stowe Holdings, you'll analyze data to improve business management and customer service. This role requires strong analytical skills and the ability to work independently while monitoring service quality.
Professional and focused on quality improvement
**Please note, this is a non\-technical role in a technical environment** **Purpose** The Quality Analyst gathers, analyses, interprets data and reports on findings and insights for effective and efficient business management. Investigates new sources of data and ensures that data is of a good quality. The Quality Analyst has a wide toolset for data gathering, data manipulation, and proper interpretation. **Responsibilities may include but not limited to:** * Interpret agent quality\-monitoring results, recommended further action and monitor adherence. * Incident Analysis (Categorisation, Root\-Cause, Diagnostics, Resolution, Trends, Repeat Analysis, Highest call\-loggers, etc.). * Incident Analysis (Categorisation, Root\-Cause, Diagnostics, Resolution). * Trend Analysis (Highest Call\-Loggers, Categories, Root Causes, Repeat Incidents). * Support\-level alignment between customer maintenance\-lists and Call Logging tool. * Be alert to deteriorating customer\-service within the environment and intervene directly or by escalation. * At specified intervals confirm and sign\-off Stowe’s service\-level conformance against contractual obligations. * At specified intervals confirmand sign\-off Stowe’s proposed Ad\-hoc work for customer approval. **Minimum Requirements:** * Senior Certificate * 2 – year IT Diploma or equivalent * Technical Service Desk * Customer Service * Numeracy Skills required **Competencies:** * Must have strong analytical skills * Must be well spoken * Must be able to research to gain further knowledge * Microsoft Office Suite, advanced Excel Skills * Must have supervisory skills * Should be able to work under limited supervision **Advantageous Skills:** * Quality Assurance exposure * Knowledge of Small Business Management and management reporting * Fuel Industry Exposure and Knowledge * Business Intelligence or Information System Qualification * Point of Sale/Retail Exposure **Closing date: Friday, 21 September 2018** Job Type: Full\-time Pay: From R9 000,00 per month Work Location: In person
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