Durban: QA Analyst (Call Centre) posted by CallForce

April 5, 2026 Jobs in Durban

CallForce

Kwazulu-Natal

Other Professions

Job Description

The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Callforce customers experience.

Experience and skills required:

2-3 years experience in a similar role
Excellent verbal, written and interpersonal communication skills
Outstanding customer service skills and dedication to providing exceptional customer care
Must be self-motivator and self-starter
Focus on quality and customer service
Exceptional listening and analytical skills
Solid time management skills
Must be able to effectively deal with people at all levels inside and outside of the Company
Creative ability & writing proficiency
Ability to multitask and successfully operate in a fast paced, team environment
Must adapt well to change and successfully set and adjust priorities as needed

Responsibilities:

Participates in design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to site management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Monitors customer care email responses.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
Perform other duties as assigned.

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How to Apply

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About Other Professions Jobs in Kwazulu-Natal

In Kwazulu-Natal, South Africa, the Other Professions sector is a diverse and growing field, with a strong demand for skilled professionals in various industries. Typically, this field encompasses roles such as HR, recruitment, training, and development, which are essential to many sectors, including technology, finance, and healthcare.

Generally, salaries in this field vary widely depending on factors like experience, company size, and industry sector. While broad salary ranges can be difficult to predict, it’s common for entry-level positions to fall within the R30 000 – R60 000 per annum range, while more senior roles may command salaries between R80 000 – R150 000 per annum or more, depending on the specific requirements of the role and the organization. However, please note that these are broad estimates, and actual salaries can vary significantly.

Common skills required for Other Professions roles in Kwazulu-Natal include strong communication and interpersonal skills, the ability to work with various stakeholders at all levels, proficiency in recruitment software and systems, experience with performance management and employee development initiatives, a solid understanding of employment laws and regulations, and analytical and problem-solving skills. Additionally, many organizations in this sector place a high value on technical skills such as data analysis, talent management, and learning and development.

The financial services sector, technology industry, and healthcare are among the most common industries that employ professionals in Other Professions roles. These sectors often require specialized skills and knowledge to support their human resources functions, which can include talent acquisition, employee engagement, and organizational development.

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In terms of career progression, graduates with a passion for HR and recruitment often find opportunities in training and development, learning and organisational design, or even leadership roles within the sector. Many organisations also offer formal qualifications and certifications, such as CIPD (Chartered Institute of Personnel Development) or SHRM-CP/SHRM-SCP (Society for Human Resource Management Certified Professional/ Senior Certified Professional), which can help career progression.

It’s also worth noting that many professionals in the Other Professions sector have moved into management roles within their organizations, or have pursued further education and training to specialise in a particular area of HR.

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

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