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Quality Assurance Analyst Jobs in South Africa

Listening to recorded calls, evaluating agent performance against quality scorecards, and identifying training needs. QA analysts are the guardians of customer experience and compliance.

Also known as: QA AnalystAlso known as: Quality MonitorAlso known as: Quality CoachAlso known as: Quality Evaluator

Salary Guide

Entry Level

R10,000–R14,000/month

0–1 year experience

Mid Level

R14,000–R20,000/month

2–4 years experience

Senior Level

R20,000–R28,000/month

5+ years experience

Requirements

Essential

  • 2+ years call centre experience
  • Excellent attention to detail
  • Strong written communication
  • Understanding of compliance requirements
  • Analytical mindset

Nice to Have

  • Quality management certification
  • Experience with speech analytics tools
  • COPC or Six Sigma training
  • Calibration experience

A Typical Day

1

Evaluate 15–25 calls per day against scorecard

2

Provide written and verbal feedback to agents

3

Calibrate scoring with other QA team members

4

Identify systemic quality issues and report trends

5

Develop and update quality scorecards

Work Environment: Quieter than the production floor. Mostly headset-based work listening to recordings. Some floor time for live monitoring.

Shift Patterns: Mostly day shifts. May need to cover night shift evaluations occasionally.

Career Progression

1

QA Analyst

0–2 years

R10,000–R14,000/month

2

Senior QA Analyst

2–3 years

R15,000–R22,000/month

3

QA Manager

3–5 years

R25,000–R40,000/month

4

Head of Quality

5–7 years

R40,000–R65,000/month

Interview Preparation

Top Interview Tips

  • 1Listen to some sample calls and prepare feedback
  • 2Know quality frameworks (COPC, ISO)
  • 3Discuss how you balance quality with productivity
  • 4Show calibration experience
  • 5Demonstrate coaching vs punitive approach

Common Assessments

Call evaluation exerciseWritten feedback sampleAnalytical thinking testAttention to detail assessmentCalibration session

Frequently Asked Questions

What qualifications do I need to become a Quality Assurance Analyst?

2+ years call centre experience. Excellent attention to detail. Strong written communication. Understanding of compliance requirements. Analytical mindset.

How much does a Quality Assurance Analyst earn in South Africa?

Entry level: R10,000–R14,000/month. Mid-level: R14,000–R20,000/month. Senior: R20,000–R28,000/month.

What is a typical day like for a Quality Assurance Analyst?

Evaluate 15–25 calls per day against scorecard. Provide written and verbal feedback to agents. Calibrate scoring with other QA team members. Identify systemic quality issues and report trends. Develop and update quality scorecards.

What shifts do Quality Assurance Analysts work?

Mostly day shifts. May need to cover night shift evaluations occasionally.

How do I prepare for a Quality Assurance Analyst interview?

Listen to some sample calls and prepare feedback. Know quality frameworks (COPC, ISO). Discuss how you balance quality with productivity. Show calibration experience. Demonstrate coaching vs punitive approach.
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