Quality Assurance Analyst: Elevate Customer Experience

Sutherland; Johannesburg; On-site; ZAR 250 000 - 350 000; Full time

Job summary

A leading BPO company in Johannesburg is seeking a Quality Assurance Specialist to oversee customer service interactions and ensure quality standards. The ideal candidate will have experience in monitoring performance, conducting audits, and providing coaching to enhance service quality. A Grade 12 and relevant experience in a BPO environment are required. Strong analytical, verbal, and written communication skills are essential.

Qualifications

• 2 years’ experience in Customer Service within a BPO environment.
• 3 years of Quality Assurance experience.

Responsibilities

• Monitor inbound and outbound customer service interactions.
• Conduct audits and assessments of agent performance.
• Provide feedback and coaching to improve performance.
• Analyze KPIs to identify trends for service quality improvement.
• Develop quality assurance guidelines and procedures.
• Prepare and present quality reports to management.
• Collaborate with training teams to enhance programs.
• Ensure compliance with company policies and regulations.

Skills

Strong analytical skills

Verbal communication

Written communication

Education

Grade 12

Tertiary qualification in management

Tools

MS Office

Job description

A leading BPO company in Johannesburg is seeking a Quality Assurance Specialist to oversee customer service interactions and ensure quality standards. The ideal candidate will have experience in monitoring performance, conducting audits, and providing coaching to enhance service quality. A Grade 12 and relevant experience in a BPO environment are required. Strong analytical, verbal, and written communication skills are essential.