Quality Assurance

400Ca644-9870-4C98-A1Ae-496Faab3C5D3; Pretoria; On-site; ZAR 250 000 - 300 000; Full time

Job summary

A leading tech firm in Pretoria seeks a QA Analyst responsible for monitoring and evaluating agent performance to ensure compliance with policies and standards. Candidates should have a Bachelor's Degree and 1-3 years of experience in a Call Center or QA role. Strong analytical skills and advanced proficiency in auditing software are essential. The position involves collaborating with Training Managers and report generation to identify trends in agent performance and areas for improvement.

Qualifications

• 1-3 years in a Call Center or QA role, with a strong background in IT/products.
• Advanced proficiency in auditing software and reporting tools for data manipulation.
• Exceptional attention to detail and strong written communication skills.

Responsibilities

• Conduct objective evaluations of recorded and live calls, emails, and chat interactions.
• Identify non-compliance issues and significant knowledge gaps within the team.
• Analyze quality data to identify trends in customer dissatisfaction.

Skills

Attention to detail

Written communication

Analytical mindset

Education

Bachelor's Degree in a relevant field

Tools

Excel

Google Sheets

Job description

An impartial role focused on monitoring, scoring, and analyzing agent performance to ensure consistency, accuracy, and adherence to company policies and legal compliance standards.

Tasks

• Conduct objective evaluations of recorded and live calls, emails, and chat interactions using a standardized scoring rubric.
• Identify and report on critical non-compliance issues and significant knowledge gaps within the team.
• Analyze quality data to identify trends in customer dissatisfaction or agent errors.
• Work with the Training Manager and Team Leaders to develop targeted coaching and training materials.
• Calibrate scoring with other QA analysts and management to ensure evaluation consistency.

Requirements

• Education : Bachelor's Degree in a relevant field preferred.
• Experience : 1-3 years in a Call Center or QA role; a strong background in the IT / product being supported is crucial.
• Technical : Advanced proficiency in auditing software and reporting tools (e.g., Excel / Google Sheets) for data manipulation.
• Skills : Exceptional attention to detail, strong written communication, and an objective, analytical mindset.