Quality Analyst (QA) – Call Center Operations
Location: Roodepoort, South Africa (On-site)
Employment Type: Full-time
About the Role
We are seeking a Quality Analyst (QA) to support our call center operations by analyzing performance data, generating reports, and driving continuous improvement. This role is ideal for a detail-oriented and analytical professional with experience in a BPO or contact center environment.
Key Responsibilities
Analyze operational performance and provide accurate daily, weekly, and monthly reports
Communicate insights and productivity results to management and operational teams
Develop and maintain scorecards, KPIs, and performance metrics
Prepare forecasts, projections, and statistical analyses to support business decisions
Support incentive calculations based on performance data
Conduct workforce analysis to identify trends and improve efficiency
Ensure data accuracy and consistency across reports and systems ...