QA Consultant and Data Analyst

Position Type: Full-Time
Job Function: Information Technology
Workplace Type: Head Office
Division: TFG Infotec
Province: Western Cape
Location: Cape Town North
Suburb: Parow (Parow)

Position Description:

We’re looking to add self driven and motivated new talent who is passionate about quality and learning to join our Service Management Centre: Service Desk team. The successful incumbent will be responsible for optimizing the levels of technical (product, process & system) competence of employees within the service desk environment, through a customer centric and business aligned quality management and training process. With a robust strategy focusing on People, Process and Technology, we believe that our culture and the quality of our people are our greatest strengths. As such, we need to employ top talent to support our key business functions.The successful incumbent will be responsible for data analysis, processing data queries and preparing reports & dashboards across the Infotec Division. The successful incumbent is also responsible for setting and conducting system data audits, gathering of data and metrics to compile reports and for testing reporting updates and changes.

Key performance areas:

Provide quality management [QM] and training input into departmental strategy
Ensure delivery and alignment of the QM and training to strategic and operational plans
Design, develop, implement and administer Quality management requirements and training components of the Service desk operational plans
Align quality management with customer satisfaction
Implement and monitor a coaching & feedback loop for continuous improvement [incl. calibration sessions]
Optimise overall quality performance by ensuring that the business requirements are met within the agreed timelines [incl. target / audits / feedback / coaching sessions] to the relevant stakeholders
Involvement in training needs identification, plans and co-ordination for new/existing employees utilizing relevant needs assessment tools in consultation with relevant stakeholders
Ensure QM and Training reports are compiled and analysed to provide feedback on quality related issues to the relevant stakeholders [incl. trends, adhoc risk investigations, issues] within agreed timelines
Implement and maintain best business practice quality assurance and training methodology to identify opportunities for improvement, offer suggestions and recommendations

You should have:

An IT related qualification
1– 3 years’ experience in data analysis
Advanced Excel
Quality Assurance
Technical training
Technical Writing
3 – 5 years experience in Quality assessment and Technical Training
2 – 4 years experience working in a Service Desk or related
Knowledge of contact centre processes, technology and QM & Training processes and methodologies
Professional and customer service orientation
Maintain and deliver data, dashboards and reports
Process data queries
Develop new reporting and dashboards
Adhere to service level agreements and quality standards
Work within a team to achieve common goals and work independently
To be able to learn quickly
Experience in mentoring and coaching individual
To be able to multi-task and follow through effectively
To be able to work in a highly pressurized and target driven environment
High attention to detail
Excellent communication skills (written and verbal) at various business levels
Strong organizational and co-ordination ability
Analytical and strong report writing skills
Effective listening skill with an ability to probe and document outcomes
Exceptional planning and time management skills

PREFERENCE WILL BE GIVEN, BUT NOT LIMITED TO, CANDIDATES FROM DESIGNATED GROUPS IN TERMS OF THE EMPLOYMENT EQUITY ACT.

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