Quality Assurance Analyst – Call Center

Advanced Call Center Technologies; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading call center company in Johannesburg is seeking a Quality Analyst to ensure adherence to quality standards among call center staff. The role involves monitoring calls and emails, providing actionable feedback, and participating in quality assurance processes. The ideal candidate has at least one year of call center experience and strong analytical skills. This position follows a non-exempt classification under FLSA guidelines, specifically designing call monitoring formats and quality standards.

Qualifications

• Minimum of one year of related call center experience.
• Supervisor or training experience is preferred.
• Able to perform essential duties satisfactorily.

Responsibilities

• Facilitates company and client monitoring for performance adherence.
• Monitors inbound and outbound calls, assessing customer service performance.
• Provides actionable feedback to team leaders and managers.

Skills

Computer experience in a Windows and web-based environment

Ability to speak effectively in front of groups

Ability to write and complete routine reports

Ability to analyze and report results

Problem-solving abilities

Education

High School diploma/GED

Associate’s degree or some college preferred

Tools

MS Word

Excel

Outlook

Job description

A leading call center company in Johannesburg is seeking a Quality Analyst to ensure adherence to quality standards among call center staff. The role involves monitoring calls and emails, providing actionable feedback, and participating in quality assurance processes. The ideal candidate has at least one year of call center experience and strong analytical skills. This position follows a non-exempt classification under FLSA guidelines, specifically designing call monitoring formats and quality standards.