Quality Assurance Analyst

BPO; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

BPO in Cape Town seeks a German-speaking Operations Quality Analyst-Junior to optimize agent performance and enhance customer experience. You will review agent interactions across calls, emails, chats, and social media, and provide data-driven insights for improving operational efficiency.

Responsibilities include identifying non-compliance, conducting calibration sessions, and supporting nesting and early agent days.

Qualifications

• German language proficiency required.
• Strong attention to detail and analytical skills.
• Excellent oral and written communication skills.
• Familiar with QA processes and performance monitoring tools.

Responsibilities

• Analyze agent interactions across calls, emails, chats, and social media to assess performance against metrics.
• Identify non-compliance and prepare reports with actionable insights for Team Leaders.
• Conduct monthly workshops for bottom performers to address common issues identified during audits.
• Provide QA support during nesting and the first 90 days for new agents.
• Conduct calibration sessions to ensure consistent scoring of agent performance evaluations.
• Support complex customer issues/escalations when required by the account.
• Stay up to date with required account procedures and participate in operations calls.

Skills

German language

Attention to detail

Analytical skills

Communication skills

Quality assurance

Job description

GERMAN SPEAKING QUALITY ANALYST REQUIRED

An Operations Quality Analyst-Junior you play a key role in optimizing agent performance and enhancing customer experience. You conduct regular reviews of agent interactions with clients through different channels to evaluate their performance against established metrics, and provide data-driven insights to enable the improvement of operational efficiency and quality.

• Perform analysis of agent interactions with clients across various channels (recorded calls, emails, chats, social media) to assess their performance against the account’s established metrics
• Identify areas of non-compliance (procedures or behaviors) and prepare report with actionable insights for Team Leaders to address
• Conduct monthly workshops for bottom performers to address common issues identified during the audits
• Provide more focused QA support to agents during nesting and their first 90 days
• Conduct calibration sessions to ensure consistency in the application of the criteria for agent performance evaluations
• Support complex customer issues/ escalations when required by the account
• Stay up to date as required by account (taking operations calls or other defined)

Years of relevant experience

2+ years of experience in customer service, back office support, community safety or similar role

Technical/Niche skillset required

• Strong attention to detail and analytical skills
• General knowledge of agent performance monitoring tools
• Excellent oral and written communication skills
• Uses existing procedures to solve standard problems, analyzes information and standard practices to make judgments