QA Analyst

2 weeks ago


Johannesburg, Gauteng, South Africa CallForce Full time

The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre. The QA will monitor outbound calls and email responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Callforce customer's experience.

Experience and skills required:

  • 2-3 years experience in a similar role
  • Excellent verbal, written and interpersonal communication skills
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Must be self-motivator and self-starter
  • Focus on quality and customer service
  • Exceptional listening and analytical skills
  • Solid time management skills
  • Must be able to effectively deal with people at all levels inside and outside of the Company
  • Creative ability & writing proficiency
  • Ability to multitask and successfully operate in a fast paced, team environment
  • Must adapt well to change and successfully set and adjust priorities as needed

Responsibilities:

  • Participates in design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Monitors customer care email responses.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for call center staff.
  • Provides feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Perform other duties as assigned.

Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.


  • Revenue analyst

    2 weeks ago


    Johannesburg, Gauteng, South Africa QA Clothing Factor (Pty) Ltd. Full time

    Position: Revenue Analyst - QA Clothing (Pty) Ltd.Are you a sharp and analytical individual with a passion for numbers? Do you have experience in financial analysis and a keen eye for detail? If so, then QA Clothing is looking for a Revenue Analyst to join our team.At QA Clothing, we are a fast-growing fashion brand with a dedication to providing quality and...

  • QA Analyst

    2 weeks ago


    Johannesburg, Gauteng, South Africa PRR Recruitment Services Full time

    Looking for a QA Analyst in Randburg Requirements-- Degree in one of the following disciples:· B.Sc.· Industrial Engineering· Logistics· Business Analysis-- 2+ years of experience in testing, IT product analysis and/or support (advantageous)--2+ years of experience in a logistics environment (advantageous) Salary negEmail CV to

  • QA Analyst

    2 weeks ago


    Johannesburg, Gauteng, South Africa PRR Recruitment Services Full time

    Looking for a QA Analyst in RandburgRequirements: Degree in one of the following disciples:B.Sc. Industrial Engineering Logistics Business Analysis 2+ years of experience in testing, IT product analysis and/or support (advantageous) 2+ years of experience in a logistics environment (advantageous)Salary neg

  • QA Engineer

    2 weeks ago


    Johannesburg, Gauteng, South Africa E-Merge Full time

    Join a cutting-edge online background screening platform dedicated to revolutionizing the trust economy. We're on a mission to democratize access to trust through innovative features and customized solutions. If you're a skilled QA Engineer ready to make a difference, come join our dynamic team today.Key Responsibilities:Develop and execute comprehensive...

  • QA Analyst

    2 weeks ago


    Johannesburg, Gauteng, South Africa Talent 101 Full time

    •Matric With Relevant Qualifications And Experience•1-2 Years Related Experience In Food Manufacturing•No Criminal Records•Must Be Able To Work Shifts•Must Be Open To A Contractual Role•Quality And Food Safety Systems, And Regulatory Compliance •Your Duties May Include Scheduling Third Party Audits Or Working To Get Up To Date Information About...

  • QA Analyst

    2 weeks ago


    Johannesburg, Gauteng, South Africa Talent 101 Full time

    Requirements Matric With Relevant Qualifications And Experience 12 Years Related Experience In Food Manufacturing No Criminal Records Must Be Able To Work Shifts Must Be Open To A Contractual RoleDuties:Quality And Food Safety Systems, And Regulatory Compliance Your Duties May Include Scheduling Third Party Audits Or Working To Get Up To Date Information...

  • Systems Analyst

    2 weeks ago


    Johannesburg, Gauteng, South Africa Be Different Recruitment Full time

    One of our clients in the banking sector, based in Johannesburg is urgently looking for a Systems Analyst to be responsible to convert business initiatives into world class IT Solutions, the systems analysis and design efforts will extend to both existing and/or new systems and databases.The systems analyst is responsible to research problems, plan...

  • Jnr Quality Analyst

    2 weeks ago


    Johannesburg, Gauteng, South Africa Pronto Labour Team Full time

    JNR QUALITY ANALYST with 1-2 Year's experience in a FMCG Industry- NASREC, Johannesburg, GautengJNR QUALITY ANALYST. - NASREC area- Degree/Diploma in either:Analytical ChemistryFood TechnologyBiotechnology- MUST have working experience as an ANALYST:Daily AnalysisLaboratory DataFlowing InspectionsGuide & Support SamplersCustomer Complaints - Assist with...

  • Test Analyst

    2 weeks ago


    Johannesburg, Gauteng, South Africa Fragomen Full time

    Job DescriptionTest AnalystGlobal Development LabAbout Us:Fragomen is a renowned provider of immigration services, with a team of over 6,200 professionals across 60+ offices worldwide. Specializing in immigration for 70 years, we offer support in 170+ countries, serving individuals and multinational corporations.Our professionals are recognized thought...

  • Test Analyst

    2 weeks ago


    Johannesburg, Gauteng, South Africa A 1L Realization (Pty) Ltd Full time

    We are looking for a Test Analyst to join our team and contribute to the delivery of top-notch software solutions. As a Test Analyst, you will play a key role in ensuring the quality of our software through meticulous testing and analysis processes. Responsibilities: Plan test schedules or strategies based on project scope Design and carry out IT software...


  • Johannesburg, Gauteng, South Africa CallForce Full time

    The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre. The QA will monitor outbound calls and email responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and...

  • Test Analyst

    2 weeks ago


    Johannesburg, Gauteng, South Africa Kerridge Commercial Systems Full time

    "At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work." We are looking for an experienced QA Analyst to join our Autowork Online project team....


  • Johannesburg, Gauteng, South Africa Telebest Full time

    Our client has an opportunity available for an Associate Process Analyst based in Sandton.Requirements:Matric or an equivalent qualification.Bachelor of Science in Information Technology.2+ years' experience in this discipline.Verbal and written communication skills.Understanding of business processes.Understanding of the organization of a company....

  • Systems Analyst

    2 weeks ago


    Johannesburg, Gauteng, South Africa Moyo Africa Full time

    Systems AnalystSouth AfricaOverview:Our client requires the assistance of a Systems Analyst with card processing experience, and any experience working with PowerCARD will be a significant advantage. This role is open to consultants based anywhere in South Africa, although Cape-based would be ideal. The contract on offer will be 12 months at least.Purpose:...


  • Johannesburg, Gauteng, South Africa Tirelo People Solutions Full time

    As a Senior Business Analyst, you will be expected to be able to fully manage a small engagement from end-to-end.This includes meeting the client, gathering their requirements, documenting and sizing the requirements, project-managing this requirement and taking it all the way to delivery whilst mentoring and managing others.Experience5+ years as a Business...


  • Johannesburg, Gauteng, South Africa JoburgJobs Full time

    We are looking for a qualified Quality Assurance Analyst that will be responsible for ensuring the quality and reliability of software products or services. Attention to Detail Analytical Great communication Skills Organizational and Time Management Teamwork and CollaborationTasks and Duties: Designing, developing and documenting comprehensive testing plans....

  • R&d Support Analyst

    2 weeks ago


    Johannesburg, Gauteng, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

    Working as an R&D Support Liaison you will be the link between the KCS Support Department and the KCS R&D Department, providing a two-way channel of communication, knowledge, information and support. Responsibilities will also extend to provide the same links for KCS, PSG and supporting R&D with critical Bugs and escalations, onboarding and upskilling R&D...


  • Johannesburg, Gauteng, South Africa Neoc_People Full time

    PRINCIPLE DUTIES Analytical tasks as assigned by laboratory management in terms of GLP aligned with a pharmaceutical analytical culture. Tasks should be performed in accordance with the current available standard operating procedures of the laboratory. Tasks may include but not be restricted to the following:Chromatographic analysis Dissolution testing IR...

  • Data Analyst

    2 weeks ago


    Johannesburg, Gauteng, South Africa Specd Full time

    Job Title:Data AnalystDuration:3 MonthsWork Location:Johannesburg Central, Hybrid(Adhoc request to the office)MORE ABOUT THE PROJECT: This Project will focus on the technology architecture to enable efficient and effective CA, including CA planning, as well as monitoring and reporting on assurance work across the Lines of Defence (LoD) through automated...


  • Johannesburg, Gauteng, South Africa Psybergate Full time

    What you will be doing: Use the automation framework and pre-defined test tools to inspect, analyse, design, develop and implement re-useable automated test assets to quality assure the solution and its architecture to ensure the overall quality of the solution.Build and foster deep relationship with Peers, Subject Matter Experts, Developers, Product Owner...