Job Description: Our Voice and Text analytics team is focussed on deploying solutions that optimize our Quality Management analysis and insights across all departments, which improve advisor productivity as well as customer experience. Our teams are self-organising and given autonomy to influence the technical direction of our solutions and shape the success of our organisation. We promote a flat structure which means that we are all equally responsible for the role that our department fulfils and how we add value to the business. Job Responsibilities: Build detailed reporting on Callminer analysis and collaborate with business to calculate business value added extracted Provide assistance to Analysts and coaches on agent Training and Development Liaise with MIS to ensure extraction of data from CallMiner for dashboards and reporting use. Generate quality insights/feedback for business departments across multiple scores Test and Improve accuracy of scorecards together with the feedback from head coaches/business Manage the hierarchy of Analysts, Head coaches, Coaches, Managers, Team leaders and agents to ensure that they are allocated to the correct teams and scores on CallMiner Design and develop Quality management score cards using CallMiner in alignment with department objectives/priorities. Utilize a variety of tools (CallMiner, Screen Recorder, Workflow) and data sources (SQL) to help business achieve their quality management strategy Maintain optimal performance of the CallMiner platform and liaise/escalate queries with CallMiner when necessary Ensure the required calls/chats together with its required metadata are uploaded successfully on CallMiner Job Requirements: Experience with Customer Journey Mapping and user impact analysis Innovative thinker with a customer centric mindset and the ability to build relationships. Excellent listening, analytical, written and oral communication skills. Data analysis of existing processes and outputs, proficient in SQL and Excel Should understand and respect the team dynamics Able to work independently, self-directed and solutions-oriented Excellent problem solving and analytical skills. In depth analysis of a business process and technical requirements to understand what business is trying to achieve and the process value or risk to business. Qualification & Experience: Relevant tertiary degree/diploma Voice/Text/Data Analysis experience an advantage Matric 3+ years Quality Management Experience Job Details: Company: Sanlam Vacancy Type: Full Time Job Location: Midrand, Gauteng, SA Application Deadline: N/A Apply Here Vacancieshut.com
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