Quality Assurance

The Quality Assurance Analyst will be responsible for evaluating call center sales interactions, coaching agents to improve performance, ensuring compliance standards, and supporting continuous performance improvement within a high-energy sales environment.

Job title: Quality Assurance (QA) Analyst in Call Center (Sales)
Area: Rosebank, Johannesburg
Industry: call center / sales
Salary / CTC: R7 500 + commission (depending on qualifications and experience)
Report to: Head of QA / call center manager
Type: Full time

Key responsibilities:

• Monitor and assess sales calls to ensure compliance and quality standards.
• Conduct feedback and coaching sessions to improve agent performance.
• Assist team leaders in managing underperformance and enforcing discipline.
• Create and present quality reports, performance dashboards, and improvement plans.
• Contribute to QA tools, scorecards, and process improvement initiatives.

Qualifications and skills:
Qualifications:

• Matric certificate or equivalent.
• Additional certifications in quality assurance or coaching (advantageous).

Skills:

• Strong attention to detail and accuracy.
• Proficient in Microsoft Excel (charts, data analysis, reporting).
• Excellent verbal and written communication.
• Strong interpersonal and coaching skills.

Experience:

• Minimum 2 years of QA experience in a sales call center.

Key competencies:

• Analytical thinking
• Coaching and mentoring
• Results-orientation
• Ability to work under pressure
• High level of integrity

Working conditions:

• Monday to Sunday, 08:00 am - 05:00 pm (rotational days off)
• Office-based (Rosebank)

Posted on 14 Jul 09:22, Closing date 31 Jul