Quality Assurance Analyst

Quantanite; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A global customer experience firm is hiring a QA Analyst for a 4-month fixed-term contract based in Johannesburg. The role involves monitoring and improving customer interactions, coaching agents, and ensuring quality standards. Candidates should possess a matric qualification and 2-3 years' experience in a quality assurance role, preferably in a BPO environment. This is an onsite position requiring flexibility to work USA hours as needed. Join a collaborative culture focused on development and impact in customer service.

Benefits

Exposure to structured quality frameworks

Collaborative, people-first environment

Immediate contribution to client campaigns

Qualifications

• 2–3 years’ experience as a Quality Analyst or Senior Quality Assurer.
• Experience within a Business Process Outsourcing (BPO) environment.
• Proven track record of data management and quality-related reporting.

Responsibilities

• Monitor voice, case, and written interactions to assess service quality.
• Coach outlier agents using a positive approach.
• Ensure consistency of quality scoring through calibration sessions.

Skills

Strong understanding of KPIs, CSAT, and DSAT

Excellent verbal and written communication skills

Basic Microsoft Office and Google Workspace proficiency

Strong coaching capability

Education

Matric

Generic management qualification

Quality assurance or quality improvement certification

Statistics-related qualification

Project management qualification

Job description

Job Title: QA Analyst – 4-Month Fixed-Term Contract

Location: Johannesburg, South Africa (Onsite – USA hours as required) Contract Type: Fixed-Term (4 months)

About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000-strong team supports some of the world’s fastest-growing brands to scale smarter and deliver exceptional service.

We believe great service is built on smart technology and even smarter people. Through our people-first culture, robust quality frameworks, and continuous improvement mindset, we empower our teams to raise the bar on customer experience—every day.

Position Overview

The QA Analyst (HJ) is a 4-month fixed-term contract role responsible for monitoring, evaluating, and improving the quality of customer interactions across the assigned campaign. This role focuses on coaching and developing contact centre agents to deliver consistent, high-quality voice, case, and written customer service in line with Quantanite and client quality standards.

The QA Analyst works closely with Team Leaders and the broader Quality function to ensure consistent calibration, accreditation of new hires, and effective customer experience testing throughout the contract period.

Key Responsibilities

Quality Monitoring & Coaching

• Monitor voice, case, and written interactions to assess service quality and process adherence.
• Coach outlier agents using a positive, development-focused approach (GROW model and “not tell” method).
• Support agent development by identifying skill gaps and recommending improvement actions.
• Ensure high standards of product knowledge and adherence to processes through quality monitoring.

Calibration, Accreditation & Standards

• Ensure consistency of quality scoring through calibration sessions with Team Leaders.
• Apply Quantanite Quality Standards consistently across all evaluations.
• Complete accreditation processes for new hire agents in line with client policies and procedures.
• Maintain alignment between quality outcomes, team performance, and client expectations.

Customer Experience & Insights

• Drive customer experience testing and client quality evaluations.
• Identify quality trends, risks, and improvement opportunities.
• Contribute to basic quality reporting and insights to support performance discussions.

Qualifications

Essential

• Matric.

Preferred / Advantageous

• Generic management qualification.
• Coaching-related qualification.
• Studying towards or in possession of:
  • Quality assurance or quality improvement certification.
  • Statistics-related qualification.
  • Project management qualification.

Experience

• 2–3 years’ experience as a Quality Analyst or Senior Quality Assurer.
• 2–3 years’ experience within a Business Process Outsourcing (BPO) environment.
• Proven track record of data management and quality-related reporting.
• Previous Customer Service, Outbound Sales, and/or Collections experience (required).
• Knowledge or experience on the specified HJ campaign (advantageous).

Essential Skills & Competencies

Technical & Analytical

• Basic Microsoft Office and Google Workspace proficiency.
• Basic report-writing capability.
• Strong understanding of KPIs, CSAT, and DSAT.
• Proven track record of strong KPI performance in current or previous roles.

Behavioural & Interpersonal

• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively within a team.
• Strong coaching capability with a positive, developmental mindset.
• Passion for customer service and customer experience excellence.
• Patient, resilient, and professional under pressure.

Other Requirements

• Ability to work flexible hours, including USA shifts, as required.
• Availability for the full 4-month fixed-term contract period.

What We Offer

• Contract: Fixed-term employment for 4 months.
• Work Model: Onsite, aligned to campaign requirements.
• Development: Exposure to structured quality frameworks and coaching practices.
• Culture: A collaborative, people-first environment focused on learning and performance.
• Impact: Immediate contribution to quality outcomes on a live client campaign.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.