Job Description

Role Purpose:
Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom. Infinity Services Partner Company is looking for a Quality Analyst - Retentions to measure service delivery quality within all customer interaction touch-points against service quality standards and recommend methods of improvement.
Your responsibilities will include:
Ensure adherence of agent handled customer interactions to the agreed quality standards for all interactions.
Ensure that the qualitative and quantitative evaluation of the customer interactions across assigned customer touchpoints is assessed to ensure that the business KPI's are achieved. Provide accurate oral and written feedback and coaching assistance to the business operational environment to ensure that FCR and NPS targets are achieved.
Identify, recommend and support training & coaching interventions to improve Quality failures across customer interaction touchpoints.
Identify, recommend and support Process and System improvements to improve Quality failures across customer interaction touchpoints.
Identify, recommend and support Knowledge Management content integration process to ensure that service delivery agents are well equipped to deliver superior service.
Identify and escalate business failures by coordinating and liaising with priority stakeholders. Accurately monitor the work of others: spotting errors, suggesting improvements and identifying quality issues across the team.
Conduct call traces, call monitoring, agent performance trend analysis, process and system trend analysis to improve quality service delivery.
To uphold ISO 9001/ 9002 standards of Customer satisfaction.
Job Knowledge:
Telecommunications Industry Knowledge
Service Industry
Quality Methodologies
Quality Management Systems Knowledge
Fundamentals of Quality Assurance
Knowledge of Contact Centre Procedures (Voice and Digital)
PC Knowledge (MS Office, Excel advanced
Job Related Skills
Qualitative and Quantitative Analysis
Problem Identification & solutions-driven
Quality Evaluation and Assessment
Coaching for Performance
Stakeholder Engagement & Interpersonal Skills
Effective Written and Verbal Communication
Assertiveness & Decision Making
Negotiation & Conflict Management
Attention to detail and accuracy
Time Management
Stress management
Computer Proficiency in Microsoft Applications
Extreme Importance
Analytical skills
Interpersonal skills
Stakeholder management
Ability to analyse operational performance data and identify problems in the early stages
Being able to put the customer at the heart of everything we do
Agile in Adapting to Change
Self-management
Quality Focussed
Performance Management
Results Driven
Experience
A Minimum of 2 years' experience in Customer Care environment (essential)
Experience in a quantitative or qualitative analysis environment (desirable).
A minimum of 1 year of experience in the Quality Assessor function (desirable)
Coaching program or experience (desirable)
Must have technical/professional qualifications:
Matric/Grade 12 (Essential) + 2 years experience + quality scores to be taken into consideration
Quality Management Qualification or related Qualification (highly advantageous)
Assessor Accreditation certifications (highly advantageous)
Closing date for Applications: 25 July 2025.
The base location for this role is Midrand Campus
The company approved the Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal opportunity employer, we actively encourage and welcome people with various disabilities to apply.
Infinity Services Partner is committed to an organizational culture that recognises, appreciates, and values diversity & inclusion.
Commitment from Vodacom
Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people's individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.