Quality Analyst (QA) – Call Center Operations Location: Roodepoort, South Africa (On-site) Employment Type: Full-time 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 If you are passionate about data, performance improvement, and operational excellence, we encourage you to apply. #J-18808-Ljbffr