Job Description

About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000-strong team supports some of the world’s fastest-growing brands to scale smarter and deliver exceptional service.

We believe great service is built on smart technology and even smarter people. Through our people-first culture, robust quality frameworks, and continuous improvement mindset, we empower our teams to raise the bar on customer experience—every day.

Position Overview

The QA Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions across the assigned campaign. This role focuses on coaching and developing contact centre agents to deliver consistent, high-quality voice, case, and written customer service in line with Quantanite and client quality standards.

The QA Analyst works closely with Team Leaders and the broader Quality function to ensure calibration, accreditation, and customer experience testing are executed consistently, while providing insight-driven feedback to support agent performance and client expectations.

Key Responsibilities

Quality Monitoring & Coaching

• Monitor voice, case, and written interactions to assess service quality and process adherence.
• Coach outlier agents using a positive, development-focused approach (GROW model and “not tell” method).
• Support agent development by identifying skill gaps and recommending targeted improvements.
• Ensure high standards of product knowledge and procedural adherence through quality monitoring.

Calibration, Accreditation & Standards

• Ensure consistency of quality scoring through calibration sessions with Team Leaders.
• Apply Quantanite Quality Standards consistently across all evaluations.
• Complete the accreditation process for new hire agents in line with client policies and procedures.
• Maintain alignment between quality outcomes, team performance, and client expectations.

Customer Experience & Insights

• Drive customer experience testing and client quality evaluations.
• Identify quality trends, risks, and improvement opportunities.
• Contribute to basic reporting and insights to support quality and performance discussions.

Qualifications

Essential

• Matric.

Preferred / Advantageous

• Generic management qualification.
• Coaching-related qualification.
• Studying towards or in possession of:
• Quality assurance or quality improvement certification.
• Statistics-related qualification.
• Project management qualification.

Experience

• 2–3 years’ experience as a Quality Analyst or Senior Quality Assurer.
• 2–3 years’ experience within a Business Process Outsourcing (BPO) environment.
• Proven track record of working with data and quality metrics.
• Previous Customer Service, Outbound Sales, and/or Collections experience (required).
• Knowledge or experience on the specified DD campaign (advantageous).

Essential Skills & Competencies

Technical & Analytical

• Basic Microsoft Office and Google Workspace proficiency.
• Basic report-writing capability.
• Strong understanding of KPI performance, CSAT, and DSAT.
• Ability to manage and interpret quality-related data.

Behavioural & Interpersonal

• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively within a team.
• Strong coaching capability with a positive, developmental mindset.
• Passion for customer service and customer experience excellence.
• Patient, resilient, and professional under pressure.
• Proven track record of strong performance in current or previous roles.

Other Requirements

• Ability to work flexible hours, including USA shifts, as required by the campaign.

What We Offer

• Work Model: Onsite, aligned to campaign and operational requirements.
• Development: Ongoing quality coaching exposure and growth opportunities within the Quality function.
• Culture: A collaborative, people-first environment focused on learning and continuous improvement.
• Impact: Direct influence on agent performance, customer experience, and client satisfaction.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.