Remote Contact Centre Quality Analyst – QA & Coaching

Remote Recruitment; Cape Town; Remote; ZAR 246,000 - 312,000; Full time

Benefits offered by this job

Fully remote

South Africa-based

Job summary

Remote Recruitment is seeking a Contact Centre Quality Analyst to enhance the quality of customer conversations from a fully remote position based in South Africa. You will review interactions against standards, provide evidence-based feedback, and help service teams improve through structured coaching.

You will generate scorecards, identify recurring issues, and share actionable insights with teams, while maintaining clear records and ensuring consistent scoring across interactions.

Qualifications

• Experience in contact-centre environments or customer service.
• Strong judgement and consistency in evaluating interactions.
• Clear, concise written feedback with examples.
• Reliable internet and a suitable remote workspace in South Africa.
• Ability to work independently and meet deadlines.

Responsibilities

• Review recorded calls and written customer interactions against agreed quality standards.
• Complete accurate scorecards and record examples supporting each assessment.
• Identify recurring service issues and coaching themes.
• Share constructive feedback with the relevant team members.
• Maintain clear review records and contribute to consistent scoring.

Skills

Contact centre experience

Attention to detail

Written feedback

Remote work setup

Independent worker

Job description

Remote Recruitment is seeking a Contact Centre Quality Analyst to enhance the quality of customer conversations from a fully remote position based in South Africa. You will review interactions against standards, provide evidence-based feedback, and help service teams improve through structured coaching.

You will generate scorecards, identify recurring issues, and share actionable insights with teams, while maintaining clear records and ensuring consistent scoring across interactions.