Quality Assurer

1 week ago


Cape Town City Centre, South Africa Jobted ZA C2 Full time

The Quality Assurance (QA) Agent is responsible for monitoring and assessing the quality of inbound and outbound customer interactions. This role ensures that agents meet performance standards and comply with company policies, while identifying areas for improvement. The QA Agent will deliver constructive feedback to agents, track performance trends, and collaborate with leadership to refine training and development efforts.

Key Responsibilities:

- Monitor Customer Interactions: Evaluate calls, chats, and emails to ensure customer service agents follow company guidelines, compliance requirements, and best practices.
- Quality Scoring: Apply standardized evaluation criteria to assess agent performance on factors like communication skills, adherence to scripts, professionalism, and problem-solving abilities.
- Feedback and Coaching: Provide detailed and constructive feedback to agents based on evaluation findings on the calls. Support agents in understanding quality expectations and enhancing their customer interaction skills.
- Process Improvement: Identify trends, recurring issues, and areas for improvement in service delivery. Work with team leaders /CM to implement corrective actions and refine training programs.
- Reporting: Prepare regular reports on QA findings, summarizing key insights, improvement areas, and progress metrics. Present findings to management as required.
- Training Support: Assist in training sessions, workshops, and calibration meetings to ensure agents are well-versed in quality standards and practices.
- Compliance and Documentation: Ensure all quality evaluations and feedback are accurately documented. Maintain records in line with company standards and industry compliance requirements.
- Collaboration: Collaborate with Operations, Training, and HR departments to align quality goals with company objectives.

Qualifications:

- Education: Matric
- Experience: Minimum 1–2 years in a quality assurance role within a SALES call center or BPO environment.
- Skills:

- Strong attention to detail

- Excellent communication and interpersonal abilities.

- Ability to deliver constructive feedback in a positive, motivating manner.

- Familiarity with BPO industry standards and compliance regulations.



  • Cape Town City Centre, South Africa Jobted ZA C2 Full time

    Key Responsibilities: - Develop, implement, and maintain QA processes and procedures. - New Product Development Support by collaborating with the product development team to ensure new products meet quality standards. - Conduct regular inspections and quality checks on processes and finished products. - Write and update Standard Operating Procedures (SOPS)...


  • Airport City, South Africa Milkor Integrated Systems Full time

    Job Title: Quality Assurance and Safety RepresentativeCompany: Milkor Integrated SystemsJob Description:Key Responsibilities:Develop and Implement Quality Assurance Processes: Create, implement, and maintain quality assurance processes and procedures to ensure compliance with regulatory standards and company policies.Conduct Quality Audits: Conduct audits of...


  • Century City, South Africa Insphired Recruitment Solutions Full time

    Our client in the Technology industry is currently looking for a **Quality Assurance Manager** in Century City, Cape Town (Hybrid Model) **Responsibilities**: - Overseeing both manual and automated test executions, creating strategies, authoring test reports, formulating test plans and strategies, and updating databases to promote ongoing quality...


  • Airport City, South Africa Milkor Integrated Systems Full time

    Job Title: Quality Assurance SpecialistJob Summary: We are seeking a skilled Quality Assurance Specialist to join our team at Milkor Integrated Systems. As a Quality Assurance Specialist, you will be responsible for ensuring the quality of our products and services.Key Responsibilities:Perform inspections on incoming materials, in-process products, and...


  • Cape Town, South Africa Tigonthrive Consulting Full time

    Tigonthrive Consulting is seeking a meticulous and detail-oriented Quality Assurance Associate to join our team. The Quality Assurance Associate will be responsible for ensuring the highest standards of quality across our HR consulting services. This role is remote with the potential for occasional travel for team meetings and client interactions. **Key...


  • Airport City, South Africa Milkor Integrated Systems Full time

    Job SummaryWe are seeking a highly skilled Quality Assurance and Safety Representative to join our team at Milkor Integrated Systems. The successful candidate will be responsible for ensuring compliance with regulatory standards and company policies, conducting audits, and implementing quality assurance processes and procedures.Key ResponsibilitiesDevelop,...


  • Airport City, South Africa Milkor Integrated Systems Full time

    Job Title: Quality Assurance SpecialistMilkor Integrated Systems is seeking a highly skilled Quality Assurance Specialist to join our team. The successful candidate will be responsible for ensuring the highest quality standards in all aspects of our operations.Key Responsibilities:Perform thorough inspections of aircraft builds, testing, and maintenance to...


  • Cape Town,, South Africa Jobted ZA C2 Full time

    Company Description BlueStone Africa is a cloud-based Fixed Asset & Facilities Management system located in the City of Cape Town. Our system helps businesses effortlessly monitor, manage, and optimize their fixed asset portfolio. Role Description This is a part-time on-site role for a Quality Assurance Specialist at BlueStone Africa in the City of Cape...


  • Airport City, South Africa Milkor Integrated Systems Full time

    Job Title: Quality Assurance and Safety RepresentativeMilkor Integrated Systems is seeking a highly skilled Quality Assurance and Safety Representative to join our team. As a key member of our organization, you will be responsible for ensuring the highest standards of quality and safety in our operations.Responsibilities:Develop and Implement Quality...


  • Cape Town, South Africa Perfect Placement Recruitment Full time

    Our Client is seeking a Quality Assurance Representative **Area**:Cape Town, Airport City **Salary**: Market related **REQUIREMENTS & QUALIFICATION** - Degree in Quality/Engineering or related field (4 year degree). - Quality body: Certification by industry recognized professional organizations is preferred (Certified Quality Auditor, Certified Quality...


  • Cape Town, Western Cape, South Africa RMV Solution Full time

    Job Purpose: As our Quality Assurance Manager, you will spearhead our quality assurance initiatives, ensuring that our products adhere to the highest standards of quality and reliability. Your role will involve developing and implementing policies and procedures, conducting risk assessments and controls, and collaborating closely with various departments to...


  • Cape Town, Western Cape, South Africa RMV Solution Full time

    About Our CompanyRMM Solution is dedicated to providing top-quality products to our esteemed retail partners. Our commitment to excellence fuels our success, and we are in search of a motivated and detail-oriented Quality Assurance Manager to join our team.Job PurposeAs our Quality Assurance Manager, you will spearhead our quality assurance initiatives,...


  • Cape Town, Western Cape, South Africa HR Genie Full time

    Job Title: Quality Assurance ManagerAt HR Genie, we are seeking a highly skilled Quality Assurance Manager to lead our quality assurance processes and ensure that our products meet the highest standards of quality.Key Responsibilities:Food Safety Management: Develop and implement a robust food safety management system that meets FSSC 22000 standards.Quality...


  • Airport City, South Africa Milkor Integrated Systems Full time

    Requirements & Qualifications Responsibilities: Develop, implement, and maintain quality assurance processes and procedures to ensure compliance with regulatory standards and company policies. Conduct audits of processes, systems, and documentation to assess compliance with quality standards and identify areas for improvement. Review and analyse data to...


  • Cape Town, Western Cape, South Africa RareCruit (Pty) Ltd Full time

    Job Title: Quality Assurance SpecialistRareCruit (Pty) Ltd is seeking a highly skilled Quality Assurance Specialist to join their team. As a key member of the organization, you will be responsible for ensuring the highest standards of quality in all aspects of the business.Key Responsibilities:Develop and implement quality assurance processes and procedures...


  • Cape Town, Western Cape, South Africa RareCruit Full time

    Job Summary:The Quality Assurance Specialist will be responsible for ensuring compliance with regulatory standards and company policies. This role involves developing, implementing, and maintaining quality assurance processes and procedures.Key Responsibilities:Develop, implement, and maintain quality assurance processes and procedures to ensure compliance...

  • Quality Assurer

    5 months ago


    Cape Town, South Africa Lead Capital Group Full time

    **Role Purpose**: This position would be responsible for the management and smooth running of the operations related to the sales floor in regard to the Sales Department and Quality Assurance of all calls. **Key Responsibility Areas**: - Responsible for monitoring and maintaining quality and compliance - Monitor and analyze service interactions between...

  • Quality Assurance

    5 months ago


    Cape Town, South Africa MSD - CONSULTING Full time

    REQUIREMENTS - Minimum 1 year experiance in Quality Assurance - Matric Needed - Hard Working - Punctual **Job Type**: Permanent **Salary**: R5,000.00 per month

  • Quality Assurance

    6 months ago


    Cape Town, South Africa MMWentzel Full time

    We are looking for Quality assurance agent that will support the organization to ensure that the sales agents comply with our quality standards. **REQUIREMENTS**: - QA experience in a call center environment - Minimum of two years’ experience - multilingual Ability to commute/relocate: - Cape Town, Western Cape: Reliably commute or planning to relocate...


  • Cape Town, Western Cape, South Africa The Capital International Group Full time

    Quality Assurance RoleCapital International Group is seeking a skilled Quality Assurance Engineer to join our team. As a Quality Assurance Engineer, you will play a critical role in ensuring the delivery of high-quality software applications.Key ResponsibilitiesCollaborate with cross-functional teams to identify and prioritize testing activities.Design and...