Quality Assurance Analyst - Call Centre Sales

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.

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 two 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 30 May 16:56, Closing date 29 Jun