Quality Assurance Analyst

6 months ago


Cape Town, South Africa CallForce Full time

The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our International Sales Campaigns.

The QA will monitor outbound calls 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 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 QA role with international sales campaigns.
  • Excellent verbal, written and interpersonal communication skills
  • Exceptional listening and analytical skills
  • Solid time management skills
  • 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.
  • 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 staff.
  • Provides feedback to team leaders.
  • Prepares and analyses internal and external quality reports for management staff review.


  • Cape Town, South Africa SOLIDitech Full time

    **Joining Our Team as a Junior Quality Assurance Analyst At SOLID, we believe in the power of quality assurance to ensure that every product we deliver exceeds our customers' expectations and our team of Quality Assurance Analysts are integral to ensure that these solutions are flawless and reliable. As a Junior Quality Assurance Analyst, you won't simply...


  • Cape Town, Western Cape, South Africa Dimension Data Full time

    Job Title: Senior Quality Assurance AnalystAs a Senior Quality Assurance Analyst at Dimension Data, you will be responsible for testing and evaluating the performance of our web applications. Your work will involve testing websites using tools like Selenium, JavaScriptUnit, WebDriver, etc.Key Responsibilities:• Applies established regression testing...


  • Cape Town, South Africa DLK Group (PTY) Ltd Full time

    We are seeking a dedicated professional with a relevant National Diploma and ITIL certification to ensure the highest standards of service quality and performance within our IT Service Desk. With 5 years of experience in a similar role, you will play a crucial role in monitoring, assessing, and enhancing the quality of our IT service delivery. Duties and...


  • Cape Town, South Africa DLK Group (PTY) Ltd Full time

    Job DescriptionWe are seeking a dedicated professional with a relevant National Diploma and ITIL certification to ensure the highest standards of service quality and performance within our IT Service Desk. With 5 years of experience in a similar role, you will play a crucial role in monitoring, assessing, and enhancing the quality of our IT service delivery....


  • Cape Town, South Africa The Rank Group Full time

    **Company Description** We are - the Rank Group. From the fun of Mecca Bingo to the experience of Grosvenor Casinos, from in-person to online, from local to global, players love the experiences our famous brands deliver. This is such an exciting sector to be part of, bringing entertainment to millions in a culture of opportunity and growth. Our Quality...


  • Cape Town, Western Cape, South Africa Network Recruitment Full time

    Job Summary:We are seeking a skilled Quality Assurance and Support Analyst to join our team at Network Recruitment.Key Responsibilities:Our ideal candidate will conduct thorough testing of software applications, identify defects, and ensure compliance with quality standards. They will also develop and execute test plans, test cases, and test scripts for both...


  • Cape Town, Western Cape, South Africa Communicate Recruitment Full time

    Job Title: Test AnalystAt Communicate Recruitment, we are seeking a skilled Test Analyst to join our team. As a key member of our development team, you will play a crucial role in ensuring the high quality of our software products.Responsibilities:• Prepare and execute comprehensive test plans to validate software functionality• Conduct User Acceptance...


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

    **Quality Assurance and Metrics Analyst Role**The CallForce Quality Assurance and Metrics Analyst is responsible for ensuring the high-quality performance of our international sales campaigns. This involves assessing the quality of our associates' performance, monitoring outbound calls, and identifying areas for improvement.To succeed in this role, you...


  • Cape Town, Western Cape, South Africa DLK Group (PTY) Ltd Full time

    Job Title: Senior Quality Assurance AnalystWe are seeking a dedicated professional with a relevant National Diploma and ITIL certification to drive excellence in our IT Service Desk operations.Key Responsibilities:Evaluate and monitor IT service desk operations to ensure compliance with quality standards and ITIL best practices.Develop and implement quality...


  • Cape Town, Western Cape, South Africa DLK Group (PTY) Ltd Full time

    Job OpportunityWe are seeking a highly skilled and experienced Quality Assurance Analyst to join our team at DLK Group (PTY) Ltd. As a key member of our IT Service Desk, you will play a crucial role in ensuring the highest standards of service quality and performance.About the RoleThe successful candidate will be responsible for evaluating and monitoring IT...


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

    Quality Assurance AnalystThe Quality Assurance Analyst plays a crucial role in ensuring the excellence of our International Sales Campaigns at CallForce.This position is responsible for monitoring outbound calls to assess the performance of our associates, evaluating their demeanor, technical accuracy, customer service skills, and adherence to company...


  • Cape Town, Western Cape, South Africa DLK Group (PTY) Ltd Full time

    We are seeking a dedicated professional with a relevant National Diploma and ITIL certification to ensure the highest standards of service quality and performance within our IT Service Desk.With 5 years of experience in a similar role, you will play a crucial role in monitoring, assessing, and enhancing the quality of our IT service delivery.Key...


  • Cape Town, Western Cape, South Africa Black Pen Recruitment Full time

    Black Pen Recruitment is a leading provider of innovative solutions to enhance the customer experience for global brands. Our services support the full lifecycle of digital transformation journeys, enabling clients to more quickly adopt next-generation technologies.Location: Cape TownJob Type: Full Time Workplace: Hybrid Salary: R27,000 CTC per monthAbout...


  • Cape Town, Western Cape, South Africa PBT Group Full time

    Business Requirements Analyst RolePBT Group is seeking a skilled Business Requirements Analyst to join our team. In this role, you will be responsible for managing and supporting the assigned Business Technology team to ensure that delivery is aligned to business requirements.Main Responsibilities:Support and enable quality solutions by ensuring that testing...


  • Cape Town, Western Cape, South Africa Communicate Recruitment Full time

    Job Title: Test AnalystJob Description:We are seeking a skilled Test Analyst to play a key role in maintaining high standards of development. Your responsibilities will include preparing and executing test plans, conducting User Acceptance Testing (UAT) and Functional Testing, and coding simulations and performing incident analysis.Requirements:Previous...


  • Cape Town, Western Cape, South Africa Communicate Recruitment Full time

    Job Title: Test AnalystAbout the Role:We are seeking a skilled Test Analyst to join our team at Communicate Recruitment. As a Test Analyst, you will play a crucial role in maintaining our high standards of development.Key Responsibilities:Test Planning and Execution: Prepare and execute test plans to ensure the quality of our software products.Testing and...


  • Cape Town, Western Cape, South Africa TFG Infotec Full time

    Job DescriptionWe are seeking a highly skilled Quality Assurance Specialist to join our team at TFG Infotec.As a Quality Assurance Specialist, you will play a critical role in ensuring the quality of our software applications and systems.Your key responsibilities will include:Developing and executing test plans to identify defects and issuesAnalyzing...


  • Cape Town, South Africa MCI Military Recruitment Full time

    POSITION OVERVIEW: As part of a global outsourced quality assurance service, you will listen to calls completed by call centre agents and ensure that they are maintaining the procedures and standards which have been set up by each client. -: POSITION RESPONSIBILITIES: In your role as Quality Assurance Analyst, you will be responsible for call monitoring,...


  • Cape Town, South Africa ValorVIP Full time

    POSITION OVERVIEW: As part of a global outsourced quality assurance service, you will listen to calls completed by call centre agents and ensure that they are maintaining the procedures and standards which have been set up by each client. -: POSITION RESPONSIBILITIES: In your role as Quality Assurance Analyst, you will be responsible for call monitoring,...


  • Cape Town, South Africa MCI Careers Full time

    LOCATION: Cape Town, ZA JOB TYPE: Full-Time PAY TYPES: Salary SALARY: Commensurate APPLICATION DETAILS: No Resume Required, On-site Interview POSITION OVERVIEW: As part of a global outsourced quality assurance service, you will listen to calls completed by call centre agents and ensure that they are maintaining the procedures and standards which have been...