Quality Assurance & Service Delivery Integrity Analyst

Smart PA; South Africa; Remote; ZAR 400 000 - 580 000; Full time

Job summary

A global service provider is seeking a Quality Assurance & Service Delivery Integrity Analyst. This role involves developing QA standards, auditing service delivery, and ensuring compliance with brand standards. Candidates should have proven experience in quality assurance and strong analytical skills. The position is remote with competitive salaries and growth opportunities.

Benefits

Competitive Salaries

Yearly Bonuses

Department based incentives

Remote Work

33 Days Holiday

Growth Opportunities

Qualifications

• Proven experience in Quality Assurance in a service-oriented environment.
• Experience writing clear and comprehensive review reports.
• Practical knowledge of quality matters impact on brand reputation.

Responsibilities

• Develop review plans and checklists to audit service delivery.
• Review outgoing materials to ensure brand standards and compliance.
• Document and track quality defects and process failures.
• Establish and maintain QA standards across the team.
• Analyze root causes of quality issues and implement measures.

Skills

Attention to detail

Analytical thinking

Diplomatic communication

Education

Certification in Quality Assurance or a relevant risk/audit field

Job description

Quality Assurance & Service Delivery Integrity Analyst

Job Type: Permanent employee, Full-time · South Africa - REMOTE

Salary: 400,000 - 580,000 R per year

Salary: £30,000 - £40,000 (depending on experience)

Job Description

At SmartPA, we transform support into innovative, technology‑driven services. We serve global leaders in tech, automotive, and retail, driving operational excellence through a client‑focused culture. This role is part of the Centre of Excellence, where strategy meets execution.

Key Responsibilities

• Develop and execute comprehensive review plans and checklists to audit finished service delivery work, marketing content, and internal process changes against established standards and compliance guidelines.
• Assess brand and standard adherence: rigorously review outgoing material to ensure brand standards, tone‑of‑voice, legal compliance, and operational integrity are strictly maintained.
• Document and analyze defects: identify, document, and track quality defects and process failures in a centralised tracking system, collaborating with teams to ensure issues are resolved promptly.
• Establish QA protocols: help establish and maintain clear QA standards and procedures across the team, advocating for a quality‑first mindset in all operational workflows.
• Root cause prevention: analyse root causes of identified quality issues and process defects, then collaborate with process owners to implement systemic preventative measures.
• Collaborate with team members to deliver projects efficiently and resolve challenges proactively.
• Manage multiple projects simultaneously, maintaining a high level of quality under tight deadlines.

Skills and Attributes

• Unwavering eye for detail that never misses a flaw.
• Systematic and thorough thinker passionate about risk mitigation and safeguarding a seamless, high‑quality client experience.
• Diplomatic, clear, and constructive communicator, essential for providing actionable feedback to teams.

Experience

Essential:

• Proven experience in a Quality Assurance, detailed reviewing role within a service‑oriented environment.
• Experience writing clear, concise, and comprehensive review reports and quality documentation.
• Practical knowledge of the significant impact that unspotted quality matters can have on brand reputation, regulatory compliance, and client trust.
• Exceptional, proven eye for detail and a methodical approach to identifying inconsistencies or errors.

Desirable:

• Experience working within a recognised quality assurance life cycle and/or framework.
• Familiarity with process mapping or workflow documentation tools.
• Certification in Quality Assurance or a relevant risk/audit field.

Work Remotely

Yes

Schedule

Monday - Friday
Your working hours will be 2:00pm to 10:30pm (UK time), aligned to cover the 9:00am to 5:30pm (EST) business day.

Benefits

• Competitive Salaries
• Yearly Bonuses based on company, department, and individual performance.
• Department based incentives.
• Remote Work
• 33 Days Holiday: Because rest fuels greatness.
• Growth Opportunities: Develop your skills, advance your career and grow with a company reshaping the industry.

About Us

At SmartPA, we transform support into innovative, technology‑driven services. We serve global leaders in tech, automotive, and retail, driving operational excellence through a client‑focused culture. Join us on the journey to become the most optimised administrative organisation in the world.