Quality Assurance Analyst – Customer Experience

Join our Team as a Quality Assurance Analyst

Are you passionate about delivering exceptional customer service and fostering an environment where employees can thrive? Do you have a knack for coaching, training, and fine-tuning processes to create a seamless experience for both customers and your team? If so, we want to hear from you!

About the Role
As a Quality Assurance Analyst at brsk, you will play a key role in ensuring that we not only meet but exceed industry-leading standards in customer service. Reporting to the Training and Quality Assurance Manager, you'll be part of our dynamic Customer Experience team, working closely with the Customer Excellence and Customer Retention teams. Your mission… to empower our teams to deliver top-notch results while maintaining a high bar for quality and service.

About Us

We’re brsk. We’re customer obsessed and proud, but don’t just take our word for it. We’ve got a score of 4.6 on Trustpilot with our customers showing you just how we go the extra mile.

We’re a UK-based, award-winning full fibre broadband provider who are rolling out up to 2 gigabit per second broadband to homes across the UK. We have quickly become one of the fastest-growing alternative networks (Altnets) in the UK, already reaching over 800,000 homes.

What sets us apart? Our people do. Each team member has a voice and contributes to building our company. Our recent employee engagement scores are as high as 88%, indicating that our teams feel connected and empowered.

Your Key Responsibilities

Skill Enhancement & Coaching

• Partner with our Customer Service Manager and Team Leaders in CX and retentions to identify skill gaps, using data, feedback, and coaching to guide continuous improvement.
• Mentor the Team Leaders in refining their coaching techniques and work directly with our agents to help them upskill and grow.
• Support the development of training programs that enhance the overall competency of the team.

Knowledge Base Maintenance & SOP Development

• Keep our knowledge base sharp and up-to-date, ensuring it offers the best possible resources for solving customer issues quickly and effectively.
• Craft and refine brsk’s operational procedures, conducting audits and gathering input to develop clear, actionable SOPs that improve our workflow and team performance.

Quality Assurance & Control

• Create and uphold a gold standard for customer interactions, guiding teams to stay compliant with industry regulations and providing consistent feedback for continuous improvement.
• Conduct quality assessments by reviewing customer interactions, from call recordings to live chats, ensuring we consistently meet and exceed expectations.
• Set and maintain clear quality benchmarks that align with our company’s goals and values.

CSAT & Continuous Improvement

• Analyze customer feedback through CSAT surveys to pinpoint areas where our team can improve.
• Gather insights from customers and team members to implement meaningful changes that drive customer satisfaction and team performance.

About You
We’re looking for a proactive, inspiring, and creative individual who thrives in a dynamic environment and has a strong track record in quality assurance. You’re detail-oriented, committed to maintaining the highest standards, and experienced with quality assurance software.

Ideally, you have experience with knowledge base management and crafting SOPs. Knowledge of industry-specific best practices is a plus!

This role is perfect for someone who is a self-starter, loves autonomy, and has a knack for thinking outside the box to drive growth, innovation, and change.

We value creativity, collaboration, and continuous improvement. If you’re ready to make a lasting impact and help shape the future of our customer experience, apply now and join a team where your ideas are valued and your efforts are celebrated!

Additional Information:

• Work-from-Home: This is a primarily remote position. You’ll need your own reliable laptop, strong fibre internet connection, noise-cancelling headset, and a quiet work environment. A monthly working-from-home and connectivity allowance will be provided.
• Team Collaboration: Although remote, we require occasional in-person meetings and training with your team. Ideally, candidates should be based in or around Johannesburg.
• Contract Length: This is initially a 3-month contract, with the potential for a permanent position based on performance.

If you’re ready to join a dynamic team and make a real impact on customer loyalty, we’d love to hear from you!

This role is based in South Africa