QA Analyst

Department : Centrevo
Position : QA Analyst
Training Start Date : Expected Start Date: ASAP
Fixed-Term Training agreement or if known Subject to 3 months probationary period
Reports To : QA Team Leader
Purpose of the Job : Primarily to provide independent quality assurance checks on agents work delivered across voice and digital channels, although predominantly within Telco campaign. The role holder will work with key stakeholders (internal and client) in designing, implementing and further improving quality frameworks to ensure they measure agreed contractual and quality dimensions. 

Undertake agreed work sampling levels using identified insights to target improvements at process and agent levels.  

Provide campaign management with reporting / analysis and ad-hoc coaching

Minimum Qualifications and Experience :
  • Matric 
  • 2 years QA experience gained in a similar role with Telco experience
  • Familiar with data and root-cause analysis
  • Reporting (using Microsoft Excel, Word and PowerPoint)
Job Responsibilities :
  • Design and implementation of QA scorecards
  • Analysis of QA findings and further improvement of QA scorecard
  • Undertake measurement of agreed work sample volumes, recording and scoring against scorecard dimensions (including critical to quality / compliance)
  • Undertake analysis of finings (including root cause), providing reporting at campaign, agent and work process levels making recommendations for improvements – share with management and stakeholders
Competencies Required : 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, and Tenacious

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)

Agent Profile : Age preference 18 years and older with a valid SA ID

Work experience essential (Telco call centre experience 1-2 years)

Neutral accent when communicating

Strong literacy and verbal communication in English 

Goal driven, enthusiastic and competitive

Good reference checks from previous employers

Salary; Incentives & Commissions  : To be Agreed
Working Hours

Expected start date



To be Agreed


Please email your CV to If you aren’t contacted after 14 days, please consider your Contact Centre Manager application unsuccessful.
Questions? Send us a mail and contact-us.