POSITION OVERVIEW

　　MCI's mission is to create an environment and culture that empowers our agents and management team to passionately represent our client's brands. Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. A background in call center customer service, technical support, or back-office experience is preferred.

　　As part of a global outsourced quality assurance service, you will listen to calls completed by call centre agents and ensure that they are maintaining the procedures and standards which have been set up by each client.

　　SALARY

　　Commensurate

　　POSITION RESPONSIBILITIES

　　In your role as Quality Assurance Analyst, you will be responsible for call monitoring, evaluation, and calibration scoring. This is an analytical position. Your recommendations will be an important factor in improving our productivity. Furthermore, you’ll be educating and training agents and supervisors in order to assure call quality. This is an important position that will allow you to hone your leadership and analytic skills. Additional responsibilities for the Quality Assurance Analyst position include:

　　Assess agents calls according to set outcomes and provide reporting based on findings

　　Adhere to high levels of quality standards and meet QA targets

　　Conduct and complete investigations as and when required and provide reporting based findings

　　Provide online coaching and training feedback

　　CANDIDATE QUALIFICATIONS

　　Qualified candidates are willing to learn new programs, processes and technology. Candidates should be positive, driven and confident and represent the company and its customers professionally at all times. The requirements listed below are representative of the knowledge, skill and/or ability required for this position. Primary qualifications include but are not limited to the following:

　　Quality assurance management experience in a call center environment and technologies; specifically, call monitoring and recording systems

　　Excellent communication, verbal and written

　　Interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner one on one as well as in a group

　　Ability to communicate and partner with other departments in order to identify and assist in the development of improved processes and procedures

　　Outstanding organization, time management, and software skills (MS Office Suite).

　　COMPENSATION DETAILS

　　WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

　　We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

　　PHYSICAL REQUIREMENTS

　　This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

　　CONDITIONS OF EMPLOYMENT

　　Must be authorized to work in the country where the job is based.

　　Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.

　　Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

　　REASONABLE ACCOMMODATION

　　It is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, of Human Resources.

　　EQUAL OPPORTUNITY EMPLOYER

　　At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

　　MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

　　MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits , social and recreational programs, and discipline . In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

　　ABOUT MCI (PARENT COMPANY)

　　MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

　　In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times respectively. MCI has fifteen business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Texas, Massachusetts, New Hampshire, South Dakota, New Mexico, California, Kansas, and Nova Scotia.

　　Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).

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　　The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

　　The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

　　ID2024-38630

　　Updated Date2/6/2024

　　DepartmentQuality Assurance Positions

　　ScheduleDay, Evening and Weekend

　　BonusYes

　　Wage DescriptionCommensurate

　　EducationHigh School Diploma/GED

　　Min. Years Experience1

　　Company/BrandMCI

　　Location : LocationZA-Cape Town

　　Career LevelEntry-Level

　　Employment TypeFull-Time

　　Reports ToDirector