Quality Assurance Analyst

Quality is not a department — it is a culture. As QA Analyst you are the person who makes that culture real, one monitored interaction at a time. What You Will Do: • Monitor and score live and recorded agent interactions across voice, email, and chat channels • Assess interactions against the QA scorecard for compliance, accuracy, empathy, and process adherence • Produce accurate, objective, and actionable QA reports within agreed SLAs • Participate in weekly calibration sessions with Team Leaders, Training, and Compliance to ensure scoring alignment • Deliver coaching feedback directly to agents in a structured, constructive format • Identify trends in non-compliance, customer complaint drivers, and knowledge gaps • Escalate critical compliance failures to the QA Manager or Compliance team immediately • Contribute to scorecard reviews when new campaigns or products are launched What You Bring: • Matric / Grade 12 (essential) • Minimum 2 years contact centre experience, including at least 1 year in a QA role • Proficiency in QA scoring frameworks and calibration processes • Strong written and verbal communication in English • Working knowledge of COPC, TCF, and POPIA compliance requirements Advantageous: NQF Level 5 in Contact Centre Operations; experience with speech analytics or interaction analytics platforms; COPC certification What We Offer: • R14,000 – R18,000 per month (experience dependent) • Structured progression to Senior QA Analyst and QA Team Leader • Access to leading speech analytics and QA management platforms • ShiftMate Verified Assessment required — BPO Layer 1 Screener applied