Quality Assurance (QA) Analyst â Call Center (Sales)

Finding Personnel (Pty) Ltd; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in the call center industry is seeking a Quality Assurance (QA) Analyst in Johannesburg. The ideal candidate will evaluate sales interactions, coach agents, and ensure compliance within a dynamic environment. The role involves monitoring calls, providing feedback, and contributing to the continuous improvement of sales performance. The candidate should have a matric certificate, strong analytical skills, and at least 2 years of QA experience in a sales-focused call center.

Qualifications

• Minimum 2 years of QA experience in a sales call center.
• Strong analytical thinking and ability to work under pressure.
• Results-oriented and high level of integrity.

Responsibilities

• Monitor and assess sales calls for compliance and quality.
• Conduct coaching sessions to enhance agent performance.
• Create and present quality reports and improvement plans.

Skills

Attention to detail

Microsoft Excel

Communication

Interpersonal skills

Coaching skills

Education

Matric certificate or equivalent

Certifications in quality assurance or coaching

Job description

The Quality Assurance Analyst will be responsible for evaluating call center sales interactions, coaching agents to improve performance, ensuring compliance standards, and supporting continuous performance improvement within a high-energy sales environment.

POSITION INFO :

JOB TITLE : Quality Assurance (QA) Analyst – Call Center (Sales)

AREA : Rosebank, Johannesburg

INDUSTRY : Call Center / Sales

Salary / CTC : R7 500 + Commission (Depending on qualifications and experience)

Report to : Head of QA / Call Center Manager

Type : Full time

Key Responsibilities :

• Monitor and assess sales calls to ensure compliance and quality standards.
• Conduct feedback and coaching sessions to improve agent performance.
• Assist team leaders in managing underperformance and enforcing discipline.
• Create and present quality reports, performance dashboards, and improvement plans.
• Contribute to QA tools, scorecards, and process improvement initiatives.

Qualifications and Skills :

Qualifications :

• Matric certificate or equivalent.
• Additional certifications in quality assurance or coaching (advantageous).

Skills :

• Strong attention to detail and accuracy.
• Proficient in Microsoft Excel (charts, data analysis, reporting).
• Excellent verbal and written communication.
• Strong interpersonal and coaching skills.

Experience :

• Minimum 2 years of QA experience in a sales call center.
• Analytical thinking
• Coaching and mentoring
• Results-orientation
• Ability to work under pressure
• High level of integrity

Working Conditions :

• Monday to Sunday, 08 : 00 AM – 05 : 00 PM (rotational days off)
• Office-based (Rosebank)

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Quality Assurance Analyst • Johannesburg, South Africa