Johannesburg: QA Analyst (Call Centre) posted by CallForce
Posted on 2025-07-15 00:00:00
| Employer | CallForce |
|---|---|
| Category | Other IT/Computer |
| Location | Gauteng / Johannesburg |
Job Summary
The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre. The QA will monitor outbound calls and email 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.
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
Click Go Apply to apply online!
Get Similar Job Alerts
Apply directly for this position. Please read all instructions carefully.
We do not process job applications; we simply aggregate and display job listings.
More related positions
Johannesburg South: Financial Manager posted by Network Finance
Our client doesnrsquot just manufacturemdashthey move industries forward. Built on grit, precision, and unapologetic ambition, they turn raw materials into...
View Job
Financial Manager
Johannesburg North: Financial Manager posted by Network Finance
Our client is a fast-paced FMCG force, turning everyday products into household staples and big ideas into market wins. With shelves to stock, trends to...
View Job
Financial Manager
Johannesburg: Property Finance Executive posted by Pronel Consultants
Our client, a dynamic and fast-paced organization in the high-volume Finance sector, based in the Gauteng region, is seeking a highly skilled Property...
View Job
Property Finance Executive
Johannesburg: Investment Manager – Johannesburg posted by Hire Resolve
Job Title Investment ManagerLocation Johannesburg, South AfricaPosition Type Full-time, permanentSalary Competitive, based on experienceThe Investment...
View Job
Investment Manager – Johannesburg
Johannesburg North: Strategic Management Consultant posted by Network Finance
My client is on the lookout for a Strategic Management Consultant who can pivot with purpose, synthesise like a CEO, and bring bold thinking to boardrooms...
View Job
Strategic Management Consultant
Johannesburg North: Senior Procurement Officer posted by Network Finance
As a Senior procurement officer, you will be responsible for the followingonduct regular reviews of procurement policies recommend improvements for greater...
View Job
Senior Procurement Officer
Johannesburg North: Tax Manager posted by Network Contracting
nbspAn established concern in energy generation is now on the lookout for an influential and assertive Tax Manager to join their dynamic finance team on a...
View Job
Tax Manager
Johannesburg North: Procurement Officer posted by Network Contracting
This multinational concern in energy generation is now on the lookout for an independent and ambitious Procurement Officer to join their vibrant finance...
View Job
Procurement Officer
Johannesburg North: Senior Financial Accountant posted by Network Contracting
nbspAn established concern in energy generation is now on the lookout for an influential and assertive Senior Accountant to join their dynamic finance team...
View Job
Senior Financial Accountant
Johannesburg North: Chief Information Officer posted by Network Finance
Key RequirementsRelevant Degree essential with a cybersecurity qualification non-negotiableExcellent administrative capabilities ndash proven ability to...
View Job
Chief Information Officer
Johannesburg South: Electrician/Maintenance Wanted posted by Reflecta Laboratory Supplies
We are seeking a skilled and experienced Electrician. Responsibilities Install, maintain and repair electrical systems, perform safety inspections and...
View Job
Electrician/Maintenance Wanted
Johannesburg: Picking Controller posted by Cash Crusaders
We are looking for a highly organised and proactive Dispatch and Picking Controller to join our dynamic team. The ideal candidate will be responsible for...
View Job
Picking Controller
Johannesburg: Hoisting Electrical Project Engineer posted by Fempower Personnel
We are seeking a Hoisting Electrical Project Engineer with hands-on ACDC winder installation and commissioning experience to lead critical mining projects....
View Job
Hoisting Electrical Project Engineer
Johannesburg West: Engineering Manager posted by Network Finance
a company specialising in turn-key energy solutions through the sourcing, distribution and supply of Small Scale Liquefied Natural Gas. The companys vision...
View Job
Engineering Manager
Johannesburg West: Junior Engineer posted by Network Finance
a company specialising in turn-key energy solutions through the sourcing, distribution and supply of Small Scale Liquefied Natural Gas LNG. The companys...
View Job
Junior Engineer
Johannesburg South: Online Order Fulfillment & Warehouse Coordinator posted by Kontak Recruitment
Online Order Fulfillment Warehouse Coordinator JB5443Crown Mines, Johannesburg SouthR20 000 - R25 000 CTC per monthPermanentJoin a fast-paced e-commerce...
View Job
Online Order Fulfillment & Warehouse Coordinator
Johannesburg North: Junior AI Engineer / Data Scientist posted by Network Finance
What Yoursquoll Be DoingAssist in designing and building voice and chat bots that enhance customer engagement.Support the development of NLPNLU models and...
View Job
Junior AI Engineer / Data Scientist
Johannesburg North: Senior Data Scientist – Machine Learning AI posted by Network Finance
What Yoursquoll Be DoingEngineer intelligent customer experiences using production-grade voice and text bots.Build custom NLP and NLU models that power...
View Job
Senior Data Scientist – Machine Learning AI
Johannesburg West: Internal Technical Sales posted by Network Finance
Join a fast-growing engineering solutions provider with over 25 years of success in the industrial automation and instrumentation sector. Wersquore looking...
View Job
Internal Technical Sales
Johannesburg: Procurement Tender and Contract Administrator (4 month contract) – Public sector posted by Isilumko Staffing
A leader in the pathology and diagnostic industry is seeking a qualified and experienced TenderContract administrator to join the team in JHB on a 4-month...
View Job
Procurement Tender and Contract Administrator (4 month contract) – Public sector
Johannesburg North: Operations Compliance Manager posted by Network Finance
Wersquore on the lookout for a sharp, curious, and detail-obsessed Compliance Administrator whorsquos ready to dive into the world of FAIS, POPIA, and the...
View Job
Operations Compliance Manager
Johannesburg: Manual Boring Mills and Lathe Operator Setter – To start ASAP posted by Montana Recruitment
Manual Boring Mills and Lathe Operator SetterEngineering Company situated in Tulisa Park, JHB Control boring and Lathe machine and similar drilling or mill...
View Job
Manual Boring Mills and Lathe Operator Setter – To start ASAP
Johannesburg: Hydraulic Engineering Manager posted by Mecad Systems
Skills Requirements Grade 12 MatricDegree in Mechanical Engineering -Computer LiterateExperience in Hydraulics ndash Background and in-depth...
View Job
Hydraulic Engineering Manager
Johannesburg North: Security Technician & Installer – Must meet Requirements posted by Donza Security
Must have experience Contactable references-Able to work with a team-Must be able to read, write and Speak English-Must have Valid Drivers License-Must...
View Job
Security Technician & Installer – Must meet Requirements
Johannesburg: Vehicle Sales Executive | Car Sales Executive posted by Intercon Recruitment
Dealerships in Johannesburg are currently seeking dynamic and experienced Vehicle Sales Executives to join their successful team. The ideal candidates must...
View Job
Vehicle Sales Executive | Car Sales Executive