Call Centre Quality Analyst Jobs in Pomona

What It's Like Working as Call Centre Quality Analyst in Pomona

Working as a call centre quality analyst in Pomona in 2026 puts you right at the heart of one of Gauteng's most energetic industrial zones. Pomona has transformed rapidly over the past few years — driven by the e-commerce boom and the area's proximity to OR Tambo International Airport, massive new warehouses and distribution centres have changed the skyline along Pomona Road. The call centre and customer service functions that support all that logistics activity have grown with it, and quality analysts are increasingly in demand. Most workers commute into Pomona from Tembisa, Kempton Park, and Daveyton, with the Kempton Park Taxi Rank on Pretoria Road being the main departure point. The work culture in Pomona's logistics-linked call centres tends to be structured and target-driven — you'll be expected to hit daily monitoring quotas and submit reports on time. That said, the teams are generally small and collegial, and there's real opportunity to grow into a senior QA or training role as the node expands. Pomona is not a glamorous location, but it is a working one — and right now, it is hiring.

How to Get to Pomona

The main departure point for Pomona is the Kempton Park Taxi Rank on Pretoria Road, with local taxis dropping along Pomona Road near the business parks. From Tembisa, expect R18–R25 and 25–35 minutes. From Kempton Park CBD it's R14–R18 and 15–20 minutes. From Daveyton, budget R25–R35 and 40–50 minutes. For early 08:00 starts, aim to leave home by 07:00 to account for morning truck traffic on the R21.

About This Role: General Application

We have various entry-level and skilled positions available in this area. Apply now and our team will match you with suitable opportunities based on your skills and experience.

Key Duties & Responsibilities

• Monitoring and scoring recorded calls from agents handling e-commerce delivery queries.
• Completing quality scorecards for courier and logistics customer service teams daily.
• Providing written and verbal coaching feedback to call centre agents after evaluations.
• Identifying recurring error patterns and escalating trends to the operations or team manager.
• Attending calibration sessions to align scoring standards across the quality assurance team.
• Compiling weekly quality performance reports for logistics client accounts in Ekurhuleni.
• Supporting new agent onboarding by reviewing their first live calls and flagging gaps.
• Tracking agent improvement scores over time and updating individual development records.

Requirements

• SA ID or valid work permit
• Reliable transport to the work location
• Willingness to learn and work hard
• Clear criminal record preferred

Pay Scale — General Application

Pay rates are estimates based on South African sectoral determinations and market data for the Ekurhuleni area. Actual pay may vary by employer.

Safety Tips for Pomona

Pomona is generally safe during business hours inside the business parks, which are well-secured. The real risk is on foot near Pomona Road and the R21 intersections — heavy truck traffic and poor pedestrian infrastructure make walking dangerous, especially after dark. If you work late shifts, confirm that your employer or agency provides transport home before you accept the role.

How to Get Hired as Call Centre Quality Analyst in Pomona

Frequently Asked Questions

Job Market in Pomona

Pomona's economy is anchored by e-commerce logistics, air freight, and courier services — all clustered around OR Tambo Airport and the R21 corridor. This growth drives consistent demand for customer service operations, which in turn creates steady openings for call centre quality analysts to monitor, evaluate, and improve agent performance across these high-volume logistics accounts.

Where to Eat Near Work

Food trucks regularly park outside Plumbago Business Park and other major logistics hubs, offering hearty hot plates — think pap, vleis, and vegetables — for around R40. Many of the larger warehouses and distribution centres in Pomona also run subsidised internal canteens where workers can get a hot meal for under R30, which is worth asking about during your interview.

Food trucks regularly park outside major logistics hubs like Plumbago Business Park, selling hearty R40 plates of food. Furthermore, many of the modern mega-warehouses feature internal subsidized canteens, offering their workers nutritious hot meals for well under R30.