Job Description

To ensure Quality audits are accurately performed in teams, and to provide detailed feedback to support advisors in the delivery of great customer experience. Acts as a Team Coach
Job title: Quality Analyst
:
Quality Analyst
If you have the ambition to push yourself further and the imagination to see beyond the ordinary, Capita is the place for you! We are looking for exceptional & passionate individuals that want to change the world and create better outcomes for our client and their customers.
We're committed to creating a working environment that protects, supports, and promotes the wellbeing and health of over 50 000 colleagues working across 150 locations in 7 countries.
In this role you continue to remain a member of the Leadership Team, you will need to assess and coach advisors in line with business required outputs through documented processes and reports.
Key Performance Areas

• Supports the development and continuous improvement of the quality management system.
• Monitor, evaluate and provide guidance on calls for exceptional customer services and effective resolution
• Conducting quality analysis, identifying systemic issues, facilitating root cause analysis and corrective actions
• Track and provide feedback in report format on all coaching
• Ensure calibration sessions are implemented and managed effectively
• Identify areas of strength and development areas for all advisors
• Deliver feedback, develop action plans and implement changes for continuous improvement
• Serve as a mentor for the team
• Track and provide feedback in report format on all coaching
• Monitor accuracy of all forms and processes
• Track data quality for Quality Lead
• Escalate non-compliance when required
• Other duties as assigned within scope of responsibility
• Handle all customer financial details such as billing information, credit card details and banking account information with relevant integrity and confidentiality

CAPITA VALUE
Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others
Professional Know-how:-
Academic:
Grade 12 / Matric
Minimum requirements:

• 12 - 24 months Quality Analyst experience within the Call Center environment (BPO preferred)
• Proven track record of good performance
• 12 -24 months insights experience preferred

About us
Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.
We're here to help get you to your future -- whether it's to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there's no better place to be.
Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.
Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.
What's in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees' horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you'll do next
Choose 'Apply now' to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.
What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT
The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.
Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business' EE targets and goals.
Attach your most recent CV indicative of the criteria as advertised.
Please note no late applications will be considered
Closing date: Midnight 30 July 2025
Location: Cape Town
, South Africa
Time Type: Full time
Contract Type: Permanent