CALL CENTRE QUALITY ANALYST III

Who are we?
MiWay is a direct financial services company. We are passionate about service excellence, convenience and offering our clients superior value products. Our Vision is to be a world-class direct financial services business that offers a complete array of services under one convenient umbrella – all managed online. Category winners of the Mail & Guardian Top Companies Reputation Awards in 2014, as well as the Deloitte Best Company to Work For Survey 2011 and 2012 – were are passionate about our people. We are positive that with the right people on board, we will continue to grow and give our clients the freedom to do things their way – free from worry and most importantly at peace with all the “what-ifs” of the world. Company values that every employee subscribes to are: Energy, Freedom, Accountability and Attitude. The ideal candidate is one who has the courage to be bold and subscribes to MiWay’s core values! Do you have a positive attitude, love a challenge, treat your colleagues with respect and look for solutions, not problems? If yes, then MiWay is the place for you! What will you do?
At MiWay, our purpose is to enable people to live their way. We understand that life is not just about “things” – but the meaning that those things bring to your life. We believe that technology and innovation have infinite possibilities when it’s inspired by humans… by you.
This is why we focus on our clients’ needs; finding new ways to simplify their lives and how they do things. We give them products, services and solutions that enable them to live and enjoy life on their own terms – in their own way. Agile values and principles are strongly embedded in our culture and they are at the core of how we make decisions and how we approach adding value within the company.
We are looking for a talented Chatbot Developer who is passionate about developing and optimizing applications to automate customer communication and self-service, working on projects together with a highly skilled team of inspiring colleagues. The ideal candidate will be responsible for planning and developing world-class solutions within a cross-functional team. We’re looking for a developer to contribute towards sustainable, intuitive and functional chatbot solutions that meet business needs. The candidate will have an impact on the technical direction of our applications and shape the success of the customer experience. In order to achieve world-class solutions, we require team members to be open and comfortable with active participation in reviewing solutions, supporting production applications to maintain its stability and have a good problem-solving approach to understand and solve a wide range of issues. We are all professionals sharing the same purpose and we hold each other accountable so we can support and grow each other. What will make you successful in this role
Matric
Interaction Analytics experience would be an advantage
QA technical experience and knowledge
Proficient in Excel
Deliverables include but will not be limited to
Provide categorical analysis of recorded conversations
Ensure categories and scores are maintained throughout the life cycle of evaluation.
Write logic statements to garner results that will deliver valuable intelligence/insights
Dealing with queries from your departments & assist with ad-hoc requests by relevant stakeholders
Use business intelligence to scale speech analytics in your respective business units
Extract data and convert it into meaningful information that can enhance the effectiveness of business decisions
Excellent communication skills, both written and verbal, to effectively present data and insights to stakeholders
Compile strategic dashboards and present to stakeholders at various levels of the organisation
Strong analytical and problem-solving skills to identify trends, patterns, and anomalies within conversations. This skill helps in extracting actionable insights and suggesting improvements or solutions based on the analysis
Management of existing reports/dashboards. Competencies Required
Strong analytical and problem-solving skills
Excellent written and verbal communication skills
An understanding in business analysis techniques, tools, and methodologies
Ability to work effectively in cross-functional teams and collaborate with stakeholders at all levels
Flexibility to adjust to changing priorities in a fast-paced environment is a must.
Must be able to work independently, yet comfortable in a collaborative team-oriented selling environment.
Ability to understand data analysis for the purpose of conveying the value of a technical/software solution.
Comfortable with technology and ability to quickly learn new technologies.
Develop reports of a strategic, tactical, or operational nature as required. Develop high-level analytical reports to respond to key business issues and current business needs.
Ongoing production of MIS outputs and reports to ensure consistent information supply in the required format/frequency.
Identify and leverage possible areas of optimization to enhance the organization’s service offering·
Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development. Turnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.
Deadline to apply: 28 July 2023.
At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.