Johannesburg: QA Analyst (Call Centre) posted by CallForce
Posted on 2025-05-22 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: Sage Consultant – Urgently needed posted by JobCrystal
A business offering bespoke system development, integration and customisation, expert training, and professional support is looking for a Sage Consultant in...
View Job
Sage Consultant – Urgently needed
Johannesburg: Junior TAX Accountant (JB5147) posted by Kontak Recruitment
Junior TAX Accountant JB5147 Rosebank, Gauteng R18 000 to R22 000 a month CTCPermanentA well-established accounting and financial services firm is looking...
View Job
Junior TAX Accountant (JB5147)
Johannesburg: Tutor – Urgently needed posted by Phenom Edge Tutoring
Were seeking passionate tutors to teach small groups max 15 learners in Mathematics, Mathematics Literacy, Physical Science, Life Sciences, English,...
View Job
Tutor – Urgently needed
Johannesburg City: Bursary & Private Accounts Manager posted by CV Desk
Position Bursary Private Accounts ManagerLocation BraamfonteinDepartment Student DepartmentReporting to National Leasing Receivables ManagerBasic salary...
View Job
Bursary & Private Accounts Manager
Johannesburg: Inventory & Admin Clerk (JB5159) posted by Kontak Recruitment
Inventory Admin Clerk JB5159Crown Mines, JohannesburgR 6500.00 negotiable after 3-month probationDuration PermanentA growing business in Crown Mines is...
View Job
Inventory & Admin Clerk (JB5159)
Johannesburg: External Sales Representative (JB5158) posted by Kontak Recruitment
External Sales Representative JB5158Crown Mines, JohannesburgCompensation R15 000 basic, plus comm, fuel and cell allowanceCategory SalesDrive external...
View Job
External Sales Representative (JB5158)
Johannesburg: Production Manager (JB5149) posted by Kontak Recruitment
Production Manager JB5149 Chloorkop, Gauteng R500 000 to R600 000 Annually CTCPermanentA well-established manufacturing company specializing in precision...
View Job
Production Manager (JB5149)
Johannesburg: Operations Manager – Retirement Centre (JB5157) posted by Kontak Recruitment
Operations Manager Retirement Centre JB5157 Florida , GautengR40 000 per month including benefitsDuration Permanent Our client, a well-established...
View Job
Operations Manager – Retirement Centre (JB5157)
Johannesburg: Operations Manager – Retirement Community (JB5156) posted by Kontak Recruitment
Operations Manager Retirement Community JB5156 Krugersdorp, GautengR65 000 per month including benefitsDuration Permanent Our client, a well-established...
View Job
Operations Manager – Retirement Community (JB5156)
Johannesburg North: Admin – debtors,creditors salaries etc posted by UNITIP
DEBTORS CREDITORS ClerkAssist with payroll safetyGeneral Admin and files etc.
View Job
Admin – debtors,creditors salaries etc
Johannesburg City: Facilities Officer posted by The Individual Touch CC
The purpose of a Facilities Officer is to ensure the safety and functionality of a building and its surroundings. They are responsible for meeting health...
View Job
Facilities Officer
Johannesburg City: Metered Taxi driver – Urgently needed posted by Sabelo Shange Transportation
Driver needed in Johannesburg area must have a pdp and 3 years experience
View Job
Metered Taxi driver – Urgently needed
Johannesburg: Sales – Financial advisor posted by MSECTO FINANCIAL SERVICES
Join Our Winning Team of Financial Advisors at Libertys Eastgate Franchise!Are you a results-driven financial advisor ready to elevate your career? Msecto,...
View Job
Sales – Financial advisor
Johannesburg South: Electrician – Urgently needed posted by Top Notch HR Solutions
Location Selby, JohannesburgStarting date ASAPJob SummaryInstall, maintain, and repair electrical systems, including wiring, circuits, and electrical...
View Job
Electrician – Urgently needed
Johannesburg South: Welder – Urgently needed posted by Top Notch HR Solutions
Job Title WelderLocation Selby, JohannesburgNB ONLY SOUTH AFRICAN NATIONALS NEED APPLY.Starting date ASAPJob SummaryJoin metal parts together using heat and...
View Job
Welder – Urgently needed
Johannesburg South: Mechanic – Urgently needed posted by Top Notch HR Solutions
Job Title MechanicLocation Selby JohannesburgNB ONLY SOUTH AFRICAN NATIONALS NEED APPLY.Starting date ASAPSalary Range- Junior Mechanic 0-2 years of...
View Job
Mechanic – Urgently needed
Johannesburg South: Caster – Urgently needed posted by Top Notch HR Solutions
Job Title CasterLocation Selby JohannesburgJunior Caster R8000 R12000 per monthExperienced Caster 1-3 years R12000- R18000 per monthSenior Caster 3 years...
View Job
Caster – Urgently needed
Johannesburg City: Lathe Turner – 2 – 4m lathe operator posted by Cemo Pumps
Lathe OperatorAdvantageous if able to use vertical or horizontal boring mill.Lathes vary from 1.5m to 4m.Sleeves and shafts in pump manufacturing.
View Job
Lathe Turner – 2 – 4m lathe operator
Johannesburg: Regional Occupational Health Nurse Manager posted by Workforce Healthcare
Bachelors degree or certificate in Occupational Health NursingRegistered with South African Nursing Counsel SANCSouth African Society of Occupational Health...
View Job
Regional Occupational Health Nurse Manager
Johannesburg: New Vehicle Sales Executive posted by Intercon Recruitment
Premium brand dealership in Fourways, Johannesburg is looking for an experienced New Vehicle Sales Executive with previous Motor Dealership New Vehicle...
View Job
New Vehicle Sales Executive
Johannesburg City: Plumber / Driver posted by Nivroc Building Contractors
Building maintenance company seeking a Plumber Driver.Must have South African drivers license with a minimum of 5years of driving experience. Must be an...
View Job
Plumber / Driver
Johannesburg North: Sales Associates posted by GLOBAL GROWTH
As a sales associate at our stores, youll assist customers in finding fashionable clothing, providing exceptional services and helping them open accounts....
View Job
Sales Associates
Johannesburg North: Community Representatives – 5 Year Contract posted by Cosmic Souls Foundation
We are looking for people that are passionate about community development. Key responsibilities are driving social development programs and ensuring that...
View Job
Community Representatives – 5 Year Contract
Johannesburg: Resource Development Officer posted by CCA Recruitment & Consulting
The ideal candidate for this role will possess the following skill sets A proactive fundraiser who is skilled at identifying, researching, and engaging...
View Job
Resource Development Officer
Johannesburg: Administration & Recruitment Intern posted by Hope Foundation SA
Aetherbloom seeks a detail-oriented intern to support admin, recruitment, and social media tasks. Must be fluent in English written spoken, well-organised,...
View Job
Administration & Recruitment Intern