Quality Assurance Specialist

About the role

We are seeking an experienced Quality Assurance Specialist to join a leading South African technology and telecommunications company. Based in Cape Town, you will monitor and improve the quality of customer interactions and sales processes within a fast‑paced contact centre environment.

Key responsibilities

• Monitor and evaluate customer interactions, including calls and other engagements.
• Conduct regular quality assessments and audits against established standards and compliance requirements.
• Identify trends, performance gaps and opportunities for improvement.
• Provide constructive feedback to consultants and relevant stakeholders.
• Collaborate with operational teams to support continuous improvement initiatives.
• Maintain accurate quality records and produce regular reports on quality trends and performance.
• Ensure adherence to company policies, processes and customer experience standards.
• Stay up to date with product, process and industry developments.

Required profile

• Matric / Grade 12 qualification.
• Minimum 5 years’ experience in a Quality Assurance role, preferably within a contact centre.
• Experience in the telecommunications industry is highly preferred.
• Strong analytical, reporting and attention‑to‑detail abilities.
• Excellent written and verbal communication skills.
• Ability to provide clear, constructive feedback and manage time effectively.

Required skills

What we offer

• Salary of R18,500 per month.
• Opportunity to join a leading technology and telecommunications organisation.
• Career growth and ongoing professional development.
• Collaborative, high‑performance working environment.
• Immediate start available.