Technical Support Quality Assurance Analyst Job Description: Join our Customer Service team as a Technical Support Quality Assurance Analyst, where you will play a critical role in driving service excellence and elevating the customer experience across our Technical Support function. This is a hybrid role, requiring a minimum of three days per week on-site. In this role, you will assess the quality and effectiveness of Technical Support Analysts by reviewing inbound and outbound calls, emails, and chat interactions. Using insights from our QA tools and Analytics team, you will evaluate technical accuracy, customer service delivery, and agent professionalism to ensure alignment with Sage policies, procedures, and strategic objectives. You will be instrumental in strengthening quality standards, building confidence within support teams, and directly contributing to improvements in CSAT, tNPS, and First Contact Resolution (FCR) as these are key business insight performance indicators. Key Responsibilities: 𝐖𝐡𝐚𝐭 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐝𝐨 𝐝𝐚𝐲 𝐭𝐨 𝐝𝐚𝐲 - • Contribute to the design and continuous improvement of call monitoring formats and quality standards • Monitor customer support calls, emails, and chat interactions, providing actionable insights and trend analysis to management • Use quality monitoring systems to track performance at both individual and team levels • Identify opportunities for internal process improvements, technical and soft skill gaps, and Workforce Management challenges • Collaborate closely with Team Leaders, Team Managers, Colleague Enablement Specialists, and the CX team to address performance gaps and drive improvement initiatives 𝐘𝐨𝐮𝐫 𝐟𝐢𝐫𝐬𝐭 𝟗𝟎 𝐝𝐚𝐲𝐬 𝐚𝐭 𝐒𝐚𝐠𝐞 - Your first 90 days will be a valuable learning and growth period, offering exposure to Sage’s Customer Service and Operations ecosystem. You will focus on developing, refining, and implementing call centre quality processes and procedures, while contributing recommendations to enhance training materials and improve the overall customer experience. You will complete the Sage onboarding programme, become familiar with key systems, SLAs, SOPs, and quality frameworks, and build strong, trust based relationships with stakeholders across the business. A focused, proactive, and self-motivated approach will be key to your success. 𝐖𝐡𝐨 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐰𝐨𝐫𝐤𝐢𝐧𝐠 𝐰𝐢𝐭𝐡 - • You will collaborate with cross-functional teams, including the internal Quality Management team, Team Leaders, and Operations Managers, to drive the highest quality standards • You will report to the Colleague Capability and Improvement Manager, joining a supportive team of QA Analysts and Product Specialist Trainers who will guide and support your development 𝐖𝐡𝐚𝐭 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐫𝐢𝐧𝐠 – 𝐌𝐢𝐧𝐢𝐦𝐮𝐦 𝐪𝐮𝐚𝐥𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬 𝐚𝐧𝐝 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞: • Tertiary qualification from a reputable institution (Bachelor’s degree advantageous) • Product Certification in Sage SBCPP, Sage VIP and SPA • Minimum of 2 years’ Call Centre Experience providing technical customer support preferably within HR and Payroll products • Strong analytical skills with the ability to diagnose complex technical issues and recommend logical solutions • Excellent problem-solving and troubleshooting skills, including active listening and effective questioning • Strong interpersonal and communication skills, with the ability to engage internal and external stakeholders at all levels • Proven ability to multitask and thrive in a fast-paced, team-oriented environment 𝐘𝐨𝐮𝐫 𝐛𝐞𝐧𝐞𝐟𝐢𝐭𝐬 - • Competitive base salary with a performance based bonus structure • Ongoing training and professional development opportunities • Paid 5 days yearly to volunteer through our Sage Foundation • Flexible work patterns and hybrid working #LI-VS1 Function: Customer Operations Country: South Africa Office Location: Johannesburg Work Place type: Hybrid Advert Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions. Our colleagues are the best of the best. It’s why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential. Learn more about working at Sage:sage.com/en-gb/company/careers/working-at-sage/ Watch a video about our culture:youtube.com/watch?v=qIoiCpZH-QE We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out atcareers@sage.com. Learn more about DEI at Sage:sage.com/en-gb/company/careers/diversity-equity-and-inclusion/ Equal Employment Opportunity (EEO) Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.