CX Quality Assurance Analyst & Coach

Quantanite; Johannesburg; Vor Ort; ZAR 300.000 - 460.000; Vollzeit

Benefits dieser Stelle

Onsite work model

Quality coaching opportunities

Collaborative culture

Impact on client satisfaction

Zusammenfassung

Quantanite in Johannesburg, South Africa is seeking a QA Analyst to monitor, evaluate, and improve the quality of customer interactions across campaigns. You will coach and develop contact centre agents to deliver consistent voice, case, and written service in line with client standards.

You will work with Team Leaders and the Quality function to ensure calibration, accreditation, and testing are executed consistently, providing actionable feedback to support agent performance and client

Qualifikationen

• Matric is required.
• Preferred QA or coaching certifications.
• Experience with QA and client quality standards.
• Ability to analyze data and present insights.
• Flexible hours including USA shifts.

Aufgaben

• Monitor voice, case, and written interactions for quality.
• Coach agents using the GROW model to improve performance.
• Identify skill gaps and recommend improvements.
• Ensure consistency of QA scoring across evaluations.
• Provide insights to support performance discussions with clients.

Kenntnisse

Communication (verbal & written)

Coaching

Teamwork

Customer service orientation

Data interpretation

Ausbildung

Matric

Generic management qualification

Coaching-related qualification

QA quality improvement certification

Statistics-related qualification

Project management qualification

Tools

Microsoft Office

Google Workspace

Jobbeschreibung

Quantanite in Johannesburg, South Africa is seeking a QA Analyst to monitor, evaluate, and improve the quality of customer interactions across campaigns. You will coach and develop contact centre agents to deliver consistent voice, case, and written service in line with client standards.

You will work with Team Leaders and the Quality function to ensure calibration, accreditation, and testing are executed consistently, providing actionable feedback to support agent performance and client