Quality Assurance Analyst (100)

Teleperformance; Cape Town; On-site; ZAR 300,000 - 380,000; Full time

Job summary

Teleperformance in Cape Town is seeking a skilled Quality Analyst to monitor and evaluate customer service interactions, providing constructive feedback to agents and ensuring adherence to company standards.

You will analyze data, report findings and coach teams to improve performance in a high-pressure, fast-paced environment. The ideal candidate has 2–3 years of QA experience, Matric or equivalent, and strong English communication.

Qualifications

• Matric or Equivalent (Essential)
• 2-3 years’ experience as a Quality Assurance Analyst
• Microsoft Office Suite and Microsoft Excel experience (Essential)

Responsibilities

• Monitor and evaluate calls to ensure quality and adherence to standards
• Provide constructive feedback to agents and develop their skills
• Analyze data and report findings to improve business objectives
• Demonstrate strong English communication and coaching for team development
• Maintain high-quality performance in a fast-paced, high-pressure environment

Education

Matric or Equivalent

Tools

Microsoft Office Suite

Microsoft Excel

Job description

Overview

We are looking for a skilledQuality Analystto join our dynamic team. The ideal candidate will be responsible for monitoring and evaluating customer service interactions to ensure consistent, high-quality service. You will work closely with call center agents to provide constructive feedback, identify areas for improvement, and ensure adherence to the company’s standards and guidelines.

Qualifications

Qualifications and Experience

• Matric or Equivalent(Essential)
• 2-3 years’ experience as a Quality Assurance Analyst
• Microsoft and Microsoft Excel Experience would be (Essential)

Responsibilities

Competencies & Skills Required

• No outstanding performance management
• Solid understanding of how Quality can influence achievement of business objectives
• Have an excellent command of the English language
• Strong motivational skills to develop people’s attitudes and skills
• Excellent communication skills to impart knowledge and information
• Committed, enthusiastic, positive and resilient
• Able to cope in a high-pressure environment
• Comfortable with adapting to fast paced change

Skills/personal attributes

• Accuracy and speed
• Presentation skills to report statistical information and conduct team briefs
• High level of numeracy and literacy
• Ability to take on new challenges and ideas
• Excellent communication skills both written and verbal
• Sound coaching skills
• Ability to undertake statistical analysis
• Confident and capable of communicating with client and team members
• Highly organized with the ability to meet deadlines
• Ability to cope under pressure
• Monitor and Evaluate Calls:
• Ensure Compliance
• Data Analysis and Reporting