Cape Town: QA Agent Call Centre posted by CallForce

January 15, 2026 Jobs in Cape Peninsula

CallForce

Western Cape

Other Professions

Job Description

About the Role

The Quality Assurance (QA) Agent is a critical role within our Call Centre team, responsible for ensuring that customer service agents meet performance standards and comply with company policies. As a QA Agent, you will play a key part in monitoring and assessing the quality of inbound and outbound customer interactions, providing constructive feedback to agents, and collaborating with leadership to refine training and development efforts.

Key Responsibilities

Monitor Customer Interactions: Evaluate calls, chats, and emails to ensure customer service agents follow company guidelines, compliance requirements, and best practices.
Quality Scoring: Apply standardized evaluation criteria to assess agent performance on factors like communication skills, adherence to scripts, professionalism, and problem-solving abilities.
Feedback and Coaching: Provide detailed and constructive feedback to agents based on evaluation findings on the calls. Support agents in understanding quality expectations and enhancing their customer interaction skills.
Process Improvement: Identify trends, recurring issues, and areas for improvement in service delivery. Work with team leaders /CM to implement corrective actions and refine training programs.
Reporting: Prepare regular reports on QA findings, summarizing key insights, improvement areas, and progress metrics. Present findings to management as required.
Training Support: Assist in training sessions, workshops, and calibration meetings to ensure agents are well-versed in quality standards and practices.
Compliance and Documentation: Ensure all quality evaluations and feedback are accurately documented. Maintain records in line with company standards and industry compliance requirements.
Collaboration: Collaborate with Operations, Training, and HR departments to align quality goals with company objectives.

Requirements

Education: Matric
Experience: Minimum 12 years in a quality assurance role within a SALES call center or BPO environment.
Skills:
Strong attention to detail
Excellent communication and interpersonal abilities
Ability to deliver constructive feedback in a positive, motivating manner
Familiarity with BPO industry standards and compliance regulations

View Job Cape Town: Insurance Sales Team Leader posted by CallForce

Qualifications

Completed Matric (no additional qualifications mentioned)

[Note: The original job description did not provide specific salary information or benefits details, so this section is left blank.]

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About Other Professions Jobs in Western Cape

When it comes to careers in the Western Cape, South Africa, the field of Other Professions encompasses a diverse range of roles that cater to various industries and sectors. Generally, this field is characterized by strong job prospects, driven by the growing demand for skilled professionals in sectors such as technology, finance, and manufacturing. Typically, these roles require a combination of technical expertise, business acumen, and interpersonal skills.

Typically, salaries for Other Professions roles in the Western Cape range from R500 000 to R1,5 million per annum, depending on factors such as experience, company size, and industry sector. Commonly, senior roles or those within larger companies tend to command higher salaries. However, it’s essential to note that these figures are only general guidelines and may vary widely based on individual circumstances.

Common skills required for Other Professions roles include strong analytical and problem-solving abilities, excellent communication and interpersonal skills, the ability to think strategically, and proficiency in industry-specific software or tools. Typically, professionals in this field also possess a degree in a relevant field such as business administration, engineering, or computer science. Additionally, many roles require experience working with data analytics, project management, or team leadership.

Other Professions roles are commonly found within various industries, including financial services, technology, manufacturing, and logistics. These sectors often require professionals to be adaptable, flexible, and able to think creatively. In terms of career development, there are numerous opportunities for advancement, from specialized roles to senior leadership positions or entrepreneurial ventures.

View Job East London: Audit Manager posted by Staff Solutions

For those interested in pursuing a career in Other Professions, it’s essential to stay up-to-date with industry trends, develop strong skills, and build a network of professional contacts. Many professionals in this field also pursue ongoing education and training to stay ahead of the curve, whether through formal certifications or continuous learning initiatives. By focusing on personal development, staying adaptable, and being open to new opportunities, individuals can set themselves up for success in this exciting and rewarding field.

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

GO APPLY NOW

Safe & secure application process