QA Analyst – US Campaign (external applicants only)

QA Analyst

Wanted: QA Analyst – US Campaign (external applicants only)

Are you a real team player with tremendous attention to detail? We’re looking for a qualified candidate to provide independent quality assurance checks on agents’ work delivered across voice and digital channels, predominantly within International campaigns. They will need to work with key stakeholders (internal and client) in designing, implementing and further improving quality frameworks to ensure they measure up to the agreed contractual and quality dimensions. 

Job responsibilities: 

  • Design and implementation of QA scorecards for international campaigns.
  • Analysis of QA findings and further improvement of QA scorecard.
  • Undertake measurement of agreed work sample volumes, recording and scoring against scorecard dimensions (including those critical to quality/compliance),
  • Undertake analysis of findings (including root cause), providing reporting at campaign, agent and work process levels, making recommendations for improvements – share with management and stakeholders.
  • Provide campaign management with reporting/analysis and ad-hoc coaching.

Experience, qualifications and competencies required:

  • Matric (National Senior Certificate is a minimum requirement).
  • 1-2 years of QA experience gained in a similar role (ideally supporting international campaigns).
  • Familiar with data and root-cause analysis.
  • Reporting (using Microsoft Excel, Word and PowerPoint).
  • Ability to work independently.
  • May be required to liaise directly with client.
  • Excellent interpersonal & communication skills.
  • Passionate Driven and compassionate.
  • Hard Working, Enthusiastic, Self-Motivated, Tenacious, and a Good Listener.
  • A positive, professional, and flexible attitude to work.
  • Results and target-driven with a desire to succeed.
  • Team player.
  • Ability to multi-task (listen and type at the same time).
  • Attention to detail.
  • Stakeholder management (preferred).

Interested in applying? Please email your CV to If you aren’t contacted after 14 days, please consider your application unsuccessful. Please note that this position is for external candidates only.