Cape Town: Call Centre QA Analyst posted by CallForce

January 14, 2026 Jobs in Cape Peninsula

CallForce

Western Cape

Other IT/Computer

Job Description

The suitable and successful candidate will be responsible for the overall development and performance of an assigned incubation team through the facilitation of the course map and as well as leading and developing the team of incubation agents. Also responsible for the coaching of bottom performers as assigned.

Responsibilities:

Coaching

Daily coaching feedback monitored and sent to Team Leaders and Operations to ensure traction
Internal calibration sessions held every two weeks (where we unpack the calls sent to internal staff & score the agent based on analysis & align all process and quality related concerns)

Client Feedback & Alignment

Escalations (Client Journeys) done daily (call analysis of query)

Reporting

Weekly reporting of CEO escalations that are analysed
Calibration Weekly reports prepared and sent to the Client (every Friday)
Biweekly quality reporting to the international quality team
Monthly repeat call analysis report
Monthly top ten agents incurring the highest repeats (deep analytical report)

Quality Assurance

Daily Quality Assessments completed (the number of Assessments is dependent on various and /or other more urgent requirements that may be expected of me)
Weekly Detailed Quality Report
Weekly call listening sent by the client to analyse
Calibration sessions (voice of our clients) held every Tuesday, Wednesday & Friday

Skills & Competencies:

Must be a peoples person
Must be passionate about other peoples development and growth potential
Must be comfortable facilitating reports, analysis & elaborate presentations during training
Present and communicate information
Coping with pressures and setbacks
Delivering results and meeting client expectations
Excellent administrations skills
Attention to detail
Good verbal communication skills
Excellent adherence and QA scores

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About Other IT/Computer Jobs in Western Cape

The Western Cape, situated on the south coast of South Africa, is home to a thriving IT industry that offers a diverse range of career opportunities for professionals with expertise in various fields.

The job market in the Western Cape is highly competitive, with many major companies and startups operating in the region. The province’s strategic location, combined with its well-developed infrastructure, makes it an attractive hub for businesses looking to establish themselves in Africa. As a result, there is a high demand for skilled IT professionals who can support the growth of these companies.

The average salary ranges for IT professionals in the Western Cape are as follows: software engineers and developers can expect to earn between R800 000 to R1 200 000 per annum; data scientists and analysts can range from R600 000 to R900 000; cybersecurity specialists can earn anywhere from R500 000 to R800 000; and IT project managers can command salaries ranging from R400 000 to R700 000. These figures are based on industry standards and may vary depending on factors such as experience, qualifications, and company size.

To succeed in an IT career in the Western Cape, professionals need to possess a range of key skills, including programming languages (Java, Python, C++), data structures and algorithms, software development methodologies, cloud computing (AWS, Azure, Google Cloud), cybersecurity principles, and excellent communication skills. Additionally, knowledge of industry-specific tools and technologies, such as SAP or Oracle, can be highly valued.

Several major companies and industries are actively hiring IT professionals in the Western Cape. For example, tech giants like IBM and Dell have a strong presence in the region, while financial institutions such as Standard Bank and First National Bank also have significant IT departments. The automotive industry is another major sector that employs IT professionals, with companies like Toyota and Volkswagen having operations in the province.

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Career growth opportunities are plentiful for IT professionals in the Western Cape, with many companies offering training and development programs to help employees upskill and reskill. With experience, professionals can move into senior roles such as technical lead or manager, or transition into related fields like business analysis or consulting. The region’s entrepreneurial spirit also makes it an ideal location for startups, providing opportunities for IT professionals to launch their own businesses or join innovative companies that are shaping the future of technology.

This information provides general career guidance. Actual salaries and requirements vary by employer.

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