9

/10

Transparency ranking

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 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.

The ideal candidate for this role will have:

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)
    OR
  • Matric + 2 or more years’ experience Assessor Accreditation certifications (highly advantageous)

Experience:

  • A Minimum 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 Quality Assessor function (desirable)
  • Coaching program or experience (desirable)


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
  • Stake holder 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

Closing date for Applications: 13 June 2025.

The base location for this role is, Cape Town.


The company approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Company benefits

UK (28), India (22), Egypt (21), Hungary (20), Romania (20), Albania (22), Turkey (14) days annual leave + bank holidays
Work from anywhere scheme – work for up to 20 days/year abroad (dependant on country)
Annual bonus – dependant on company performance
Employee discounts
Personal development days – once per quarter
Learning platform – access to Harvard Business Publishing, MIT Horizon and Skillsoft
Enhanced maternity leave – 16 weeks (paid) with a phased return to work over 6 months
Enhanced paternity leave – 16 weeks (paid) with a phased return to work over 6 months
Volunteer days – up to 5 days
Coaching – access to a free certified internal pool of coaches
Mentoring
Carer’s leave
Adoption leave – 16 weeks (paid) with a phased return to work over 6 months
Enhanced sick days
Mental health platform access
Mental health first aiders
Employee assistance programme
Complimentary Medical Services – 24/7 online doctor service
Compassionate leave
Home office set up
Buddy scheme
Referral bonus
Early finish Fridays
Buy or sell annual leave
Cycle to work scheme
Life insurance
Sabbaticals
Salary sacrifice
Share options
Teambuilding days
Faith rooms
Enhanced pension match/contribution
LinkedIn learning license

Working at Vodafone

Company employees

85,887

Gender diversity (male:female)

61:39

Currently Hiring Countries

Albania

China

Czechia

Democratic Republic of the Congo

Egypt

Germany

Greece

Hungary

India

Ireland

Italy

Lesotho

Luxembourg

Portugal

Romania

South Africa

Spain

Tanzania

Türkiye

United Kingdom

United States

Office Locations

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