Quality Assurance Analyst (Call Centre)

Quality Analyst (QA) – Call Center Operations

Location: Roodepoort, South Africa (On-site)

Employment Type: Full-time

About the Role

We are seeking a Quality Analyst (QA) to support our call center operations by analyzing performance data, generating reports, and driving continuous improvement. This role is ideal for a detail-oriented and analytical professional with experience in a BPO or contact center environment.

Key Responsibilities

• Analyze operational performance and provide accurate daily, weekly, and monthly reports
• Communicate insights and productivity results to management and operational teams
• Develop and maintain scorecards, KPIs, and performance metrics
• Prepare forecasts, projections, and statistical analyses to support business decisions
• Support incentive calculations based on performance data
• Conduct workforce analysis to identify trends and improve efficiency
• Ensure data accuracy and consistency across reports and systems
• High school diploma (preferred)
• English proficiency required (C1)

Requirements

Education

• High school diploma (required)

Language

• English proficiency required (C1)

Technical Skills

• Intermediate computer skills
• Advanced Excel (required)
• Experience with:
  • Data analysis and reporting
  • KPI tracking and scorecards
  • Dashboards and/or macros (preferred)

Experience

• 1 year of call center experience, preferably in loans/cs.
• At least 6 months of experience in:
  • Reporting or data analysis roles
  • Workforce management (preferred)
  • Incentive or performance analytics (preferred)

Key Competencies

• Strong analytical and problem-solving skills
• High attention to detail
• Ability to interpret and present data clearly
• Strong communication and stakeholder management skills
• Ability to work in a fast-paced, performance-driven environment

Work Environment and Schedule

• Office-based role in a professional and collaborative environment
• Schedule flexibility based on operational needs
• 
  Schedule: 4 am – 1 am SAST.

What We Offer

• Competitive salary
• Opportunities for career growth and development
• Supportive and dynamic work environment
• Ongoing training

Apply

If you are passionate about data, performance improvement, and operational excellence, we encourage you to apply.