Contact Centre Quality Analyst

Remote Recruitment; Cape Town; Remoto; ZAR 246.000 - 312.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote

South Africa-based

Descrizione del lavoro

Remote Recruitment is seeking a Contact Centre Quality Analyst to enhance the quality of customer conversations from a fully remote position based in South Africa. You will review interactions against standards, provide evidence-based feedback, and help service teams improve through structured coaching.

You will generate scorecards, identify recurring issues, and share actionable insights with teams, while maintaining clear records and ensuring consistent scoring across interactions.

Competenze

• Experience in contact-centre environments or customer service.
• Strong judgement and consistency in evaluating interactions.
• Clear, concise written feedback with examples.
• Reliable internet and a suitable remote workspace in South Africa.
• Ability to work independently and meet deadlines.

Mansioni

• Review recorded calls and written customer interactions against agreed quality standards.
• Complete accurate scorecards and record examples supporting each assessment.
• Identify recurring service issues and coaching themes.
• Share constructive feedback with the relevant team members.
• Maintain clear review records and contribute to consistent scoring.

Conoscenze

Contact centre experience

Attention to detail

Written feedback

Remote work setup

Independent worker

Descrizione del lavoro

Contact Centre Quality Analyst

Salary: R22,000 to R28,000 per month
Location: Fully remote, South Africa
Organisation: Remote Recruitment

Remote Recruitment is looking for a Contact Centre Quality Analyst to help improve the quality of customer conversations.

This role focuses on reviewing interactions and providing clear, evidence-based feedback that helps service teams improve.

What you will do

• Review recorded calls and written customer interactions against agreed quality standards.
• Complete accurate scorecards and record examples supporting each assessment.
• Identify recurring service issues and coaching themes.
• Share constructive feedback with the relevant team members.
• Maintain clear review records and contribute to consistent scoring.

What we are looking for

• Contact-centre experience and an understanding of professional customer service.
• Careful judgement and the ability to assess interactions consistently.
• Clear written feedback and strong attention to detail.
• Reliable internet and a suitable remote workspace in South Africa.
• The ability to work independently, communicate progress and meet agreed deadlines.

Nice to have

• Previous quality-assurance or coaching experience.
• Experience working with quality scorecards and call-recording systems.

What is on offer

• Monthly remuneration of R22,000 to R28,000, depending on relevant skills and experience.
• A fully remote role based in South Africa.

Who can apply

Applicants based in South Africa with the relevant skills and experience who can carry out the responsibilities remotely.