Quality Analyst

4 days ago

Cape Town, Western Cape, South Africa EXL Full time R250 000 - R400 000 per year


Join Our Team at EXL — Quality Compliance Analyst (QA)

Location:
[Cape Town CBD]

Employment Type:
Full-Time (Work from Office)

Are you passionate about quality, detail-oriented, and ready to make an impact?

EXL is looking for driven
Quality Compliance Analysts (QAs)
to join our dynamic team


About the Role

As a
Quality Compliance Analyst
, you'll play a key role in ensuring that every client interaction meets our exceptional standards. You'll monitor transactions, provide constructive feedback, identify process improvements, and help drive overall operational excellence.


What You'll Do

  • Conduct transaction monitoring in line with Quality Standards documentation (QSD).
  • Provide feedback to associates and support performance improvements.
  • Prepare and deliver accurate transaction monitoring reports.
  • Analyze quality performance trends and recommend corrective actions.
  • Maintain performance data and ensure timely reporting of SLAs.
  • Participate in calibration sessions to maintain consistent quality measurements.
  • Collaborate with Trainers, SMEs, and Operations to support learning and development.
  • Identify and drive process improvement initiatives in partnership with process Black Belts.

Minimum Requirements:

  • Matric (Grade 12) certificate
    – completed and passed.
  • Clear criminal and credit record.
  • Minimum 1 year of QA experience
    in a BPO or similar environment.
  • Willingness and ability to work flexible hours.
  • Must be based in or able to work from Cape Town, South Africa.

In alignment with the
Employment Equity Act
, and to ensure that our workforce reflects the diversity of our communities,
preference will be given to applicants from historically underrepresented groups
, aligned with our
EE targets
.


Apply Now and take the next step in your customer service career

Make an impact. Be the voice of excellence. Join EXL.

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