Join REDIAL BPO as a Quality Assurance Analyst to enhance our call center operations. You'll analyze performance data, generate reports, and help drive improvements in a supportive team environment.
Professional and collaborative
**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 * High school diploma (preferred) * English proficiency required (C1\) **Requirements** **Education** * **High school diploma (required)** **Language** * English proficiency required (C1\) **Technical Skills** * Intermediate computer skills * Advanced Excel (required) * Experience with: + Data analysis and reporting + KPI tracking and scorecards + Dashboards and/or macros (preferred) **Experience** * 1 year of call center experience, preferably in loans/cs. * At least 6 months of experience in: + Reporting or data analysis roles + Workforce management (preferred) + Incentive or performance analytics (preferred) **Key Competencies** * Strong analytical and problem\-solving skills * High attention to detail * Ability to interpret and present data clearly * Strong communication and stakeholder management skills * Ability to work in a fast\-paced, performance\-driven environment **Work Environment and Schedule** * Office\-based role in a professional and collaborative environment * Schedule flexibility based on operational needs * **Schedule:** 4 am – 1 am SAST. **What We Offer** * Competitive salary * Opportunities for career growth and development * Supportive and dynamic work environment * Ongoing training **Apply** If you are passionate about data, performance improvement, and operational excellence, we encourage you to apply.
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