Quality Analyst

Responsibilities:

• Identify, codify, share, and implement continuously best practices in order to deliver excellent customer satisfaction and quality
• Support with the implementation of new processes and procedures
• Work with the team leaders and trainers to identify areas for improvement, develop plans for change, and monitor progress toward goals
• Ensure the quality In the CSA team Is top-notch - analyze contacts and communication on all channels by performing audits
• Monitor and evaluate the quality and compliance with customer relations standards
• Coach team leaders and trainers on new processes and give calibration sessions
• Perform deep dive analysis to Identify root cause of customer feedback
• Utilise data to track quality metrics and KPIs and build reports to share with the wider team

We’ll be a great match if you:

• Demonstrate a strategic vision and strong experience in how to improve quality practices
• Are passionate about People, Service, and Performance
• Have a minimum of 2 years’ experience in a similar role (Trainer, Senior Team Lead, Project Manager)
• Pride yourself on your interpersonal skills as well as presentation and communication skills
• Exhibit emotional Intelligence, active listening and reliability
• Are action/results oriented and manage time efficiently
• Have sound business acumen and consumer mindset
• Demonstrate flexibility, initiative, and willingness to drive change
• Share our values of commitment, unity, integrity, recognition, and WOW

It would be a plus if you:

• Are comfortable working in a fast-paced and developing environment
• Have a bachelor’s or master’s degree, preferably in Project Management, Business, or similar

What we offer you:

• We’re growing in Accra and so will you! We’ll encourage you to invest time in our career development program and specialized courses to quickly climb the professional ladder. 
• Interactive onboarding and training sessions with international colleagues from all over the world. 
• Competitive salary in line with industry standards 
• A fast-paced environment with a global network of leaders, disruptors, and doers
• Flat hierarchy in a start-up environment, we thrive on open communication and feedback.
• Brand new beautiful office space in the heart of Accra 
• Friendly and down to earth culture with fun team building activities