1,935 Quality Analyst jobs in South Africa

ROLE PURPOSE

The purpose of this role is to support the development and execution of a real-time audit programme within the MSOC support organisation. The role is responsible for auditing the quality of customer-facing support interactions to ensure accurate, efficient, and compliant service delivery. The role will identify key areas for continuous improvement, assist in the implementation of corrective actions, and monitor compliance with service level management systems. By driving adherence to IT governance standards and real-time performance monitoring, this role ensures the consistent delivery of high-quality support services and fosters a culture of ongoing improvement.

ROLE REQUIREMENT

Quality Monitoring

• Assess customer interactions across multiple channels against established quality standards.
• Conduct real-time spot checks on both new and established procedures.
• Complete random and scheduled ticket quality samples to ensure consistency.
• Carry out outbound calls to customers to validate the quality of service rendered.

Analysis and Reporting

• Track and report on key metrics such as CSAT, first-contact resolution, compliance, and throughput.
• Provide regular audit information on IT compliance with Service Management tasks, including incident, problem, and performance management.
• Conduct internal real-time audit reviews and present actionable insights.

Training and Coaching

• Provide constructive feedback to IT service agents and guide improvements in technical accuracy, communication, and service quality.
• Recommend updates to training materials and knowledge bases based on audit findings.

Process Improvement and Compliance:

• Ensure conformance to processes and ways of working (WoWs), raising risks or deviations where necessary.
• Propose process improvements based on data from service performance data.
• Interface with stakeholders to ensure identified gaps are remediated within agreed timelines.

Stakeholder Collaboration

• Partner with stakeholders to advocate for quality throughout the service lifecycle.
• Work closely with stakeholders to address real-time issues, including risk tickets, throughput challenges, and quality concerns.

Continuous Improvement:

• Participate in the establishment of a Quality Audit Programme to effectively monitor IT service quality.
• Drive initiatives that improve compliance, service efficiency, and customer satisfaction.
• Champion a culture of ongoing improvement across the IT support organisation.

PROFESSIONAL COMPETENCIES

(Technical/Functional)

• Customer Service & IT Support Knowledge – Proven experience in a customer service or IT support call centre environment, with an understanding of customer expectations and service delivery standards.
• Quality Assurance Expertise – Hands-on experience in a quality assurance role, with strong capability in auditing customer interactions, performing real-time checks, and driving compliance.
• Real-Time Monitoring & Reporting – Proficient in quality monitoring systems and reporting tools to track, analyse, and present service performance and compliance metrics.
• ITIL & Service Metrics Knowledge – Familiarity with ITIL processes (incident, problem, and performance management) and service metrics such as first-call resolution (FCR), average handle time (AHT), CSAT, and throughput.
• Data Analysis & Insight Generation – Strong analytical and problem-solving skills, with the ability to derive actionable insights from ticketing systems and audit data.
• Coaching & Feedback Delivery – Skilled in providing clear, constructive feedback to agents to enhance communication, technical accuracy, and service quality.
• Process & Compliance Management – Strong understanding of IT governance, risk management, and adherence to data protection, regulatory, and company standards.
• Stakeholder Engagement – Ability to collaborate effectively with stakeholders
• Documentation & Procedure Development – Experience creating, refining, and auditing SOPs, training materials, and knowledge bases.

QUALIFICATIONS & EXPERIENCE

• Diploma or degree in IT, Business Administration, Quality Management, or a related field.
• ITIL Foundation certification. – must
• ITIL Practise certification – advantageous

Essential:

• Proven experience in a customer service or IT support call centre environment.
• Hands-on experience in a quality assurance or audit role, ideally within IT support services.

• Strong analytical and problem-solving skills with a high level of attention to detail.
• Excellent verbal, written, and interpersonal communication skills.
• Proficiency with quality monitoring systems, ticketing systems (e.g. SNOW, and reporting/BI tools.
• Solid understanding of IT service metrics such as First-Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT).
• Working knowledge of ITIL principles, specifically Incident, Problem, and Performance Management.
• Demonstrated ability to provide coaching and feedback to improve performance and compliance.
• Ability to work effectively in a flexible environment.

Desirable:

• Familiarity with continuous improvement methodologies
• Experience conducting real-time audits, spot checks, or compliance reviews.
• Exposure to regulatory compliance frameworks and data protection standards.
• Experience collaborating with cross-functional stakeholders.

To ensure that problem analysis is done to the required Group guideline and meets the customer’s expectations in terms of sustainability of the solution. Special tasks performed by the Engineer entail series monitoring and analyses in order to identify process deviations as early as possible. The Quality Engineer has to clearly define and coordinate corrective action implementation.

• Advise Production, Pilot Hall and QA on product, process improvements by monitoring and reviewing action progress and results, to ensure process stability and continuous improvement.
• Coordinate the implementation of cross functional action plans for product, process improvements by analyzing and evaluating data and communication through SET meetings.
• Achieve Group problem resolution targets through constant analysis and corrective action for noise, function, water leak and electrical related deviations.
• Perform root cause analysis, implement corrective actions for problems assigned to QA by conducting detailed analysis.
• Drive problem resolution process by creating problem sheets and coordinating cross functional teams to ensure speedy and effective problem resolution for improved build quality and customer satisfaction.
• Assist with providing technical expertise for training of production personnel and optimizing of production build process.
• Liaise with overseas counterparts regarding build/ quality issues through telecommunications to exchange information and stay abreast of latest product changes to ensure vehicles are built to the latest levels.
• Liaise with suppliers via QA Purchase Parts, with regards to part quality problems by completing fitment exercises, evaluating the condition and advising on corrective action measures to ensure parts are to design specification.

• National Diploma Mechanical/Electrical or Mechatronics.
• 3-5 years relevant experience of vehicle build process.
• Sound knowledge of audit processes (Final Vehicle Audit, Process Audits) and interpretation and application of results for product and process quality improvement.
• Proficient in MS Office Excel, PowerPoint and Word with a basic understanding of CAD viewer.
• Knowledge of the measuring process, the interpretation of the data/results and its interface with the overall production process.
• Ability to work independently.
• Creating and using relevant statistical data during problem resolution process as well as series monitoring process.
• Be assertive and have the ability to coordinate and work within a team structure.
• Ability to work under pressure and make sound decisions.
• Sound and innovative problem analyses skills.
• High problem solving skills, creative ability and attention to detail.
• Self-motivated and target-oriented.
• Good presentation and interpersonal skills.
• A basic knowledge of technical German.
• Develop test plans and coordinate the adherence thereto.

A Wine Farm in the beautiful Franschhoek valley seeks to employ an honest, hardworking individual as a Quality Controller & Laboratory Analyst.

Duties include:

1. Quality control tests with regards to bottling and labelling
2. Routine analysis of wines/juices
3. Ad hoc experimental work
4. Improving quality systems
5. Administration of samples and results
6. Testing dry goods to specifications
7. Attend to packaging & production line problems
8. Preparing chemicals, verify, calibrate and maintain equipment

Minimum qualifications include:

• Good interpersonal & communication skills (Afrikaans & English)
• Willingness to work overtime
• Focus on detail
• Grade 12; a tertiary qualification (food technology or related qualification) will be an advantage
• Good analytical abilities
• Code 8 drivers license; must have own transport

Our client a leader in the gaming industry is seeking an experienced Data Quality Analyst to join their team based in Johannesburg.

MINIMUM REQUIREMENTS

• Grade 12
• Bachelor’s Degree or similar relevant qualifications
• Verbal and written English Skills
• Numeracy skills (NQF 4)
• Computer literacy (NQF 4)
• 5 years in a gaming or data role
• Experience and broad knowledge of gaming operations and processes
• Sound knowledge of gaming systems and understanding of all gaming business processes, including casino admin and cash desk
• Experience in a Casino environment would be advantageous.

MAIN JOB FUNCTIONS

• Promote and enforce effective data and information management practices across the Group.
• Support the Data Governance Manager in developing, implementing, and maintaining the Group’s Data Governance Program.
• Contribute to the design, enhancement, and enforcement of data policies, procedures, and standards to ensure consistent and high-quality data management.
• Demonstrate a thorough understanding of SOP alignment, compliance requirements, operational efficiency, and risk mitigation principles.
• Perform data profiling, validation, and quality assessments to identify inconsistencies, gaps, and inaccuracies across systems and datasets.
• Monitor, report, and track data quality metrics to ensure ongoing adherence to governance standards and to drive continuous improvement initiatives.
• Support root-cause analysis and issue resolution, collaborating with IT and business teams to implement corrective and preventative actions for data quality issues.
• Stay up to date with technological advancements and industry best practices in data quality and data management.
• Collaborate with key stakeholders across the business to support education, awareness, and adoption of data governance principles.
• Work independently or within a team environment to deliver high-quality, accurate, and consistent results.

Our client a leader in the gaming industry is seeking an experienced Data Quality Analyst to join their team based in Johannesburg.

MINIMUM REQUIREMENTS 

• Grade 12
• Bachelor’s Degree or similar relevant qualifications
• Verbal and written English Skills
• Numeracy skills (NQF 4)
• Computer literacy (NQF 4)
• 5 years in a gaming or data role
• Experience and broad knowledge of gaming operations and processes
• Sound knowledge of gaming systems and understanding of all gaming business processes, including casino admin and cash desk
• Experience in a Casino environment would be advantageous.

MAIN JOB FUNCTIONS  

• Promote and enforce effective data and information management practices across the Group.
• Support the Data Governance Manager in developing, implementing, and maintaining the Group’s Data Governance Program.
• Contribute to the design, enhancement, and enforcement of data policies, procedures, and standards to ensure consistent and high-quality data management.
• Demonstrate a thorough understanding of SOP alignment, compliance requirements, operational efficiency, and risk mitigation principles.
• Perform data profiling, validation, and quality assessments to identify inconsistencies, gaps, and inaccuracies across systems and datasets.
• Monitor, report, and track data quality metrics to ensure ongoing adherence to governance standards and to drive continuous improvement initiatives.
• Support root-cause analysis and issue resolution, collaborating with IT and business teams to implement corrective and preventative actions for data quality issues.
• Stay up to date with technological advancements and industry best practices in data quality and data management.
• Collaborate with key stakeholders across the business to support education, awareness, and adoption of data governance principles.
• Work independently or within a team environment to deliver high-quality, accurate, and consistent results.

WELCOME TO OLX
Software innovation is the driving force behind the success of
Property24
. We strive for outstanding user experiences on our websites, desktop, and mobile applications. We've created the leading property marketplaces in SA and Kenya, and are by no means finished. Join the tech-savvy team where quality, scale and performance are the foundations of our success.

We're always growing our products, so if you're one of SA's talented software developers, then you'd be a great addition to our team.

At OLX, we work together to build a more sustainable world through trade
.

We make it safe, smart, and convenient to buy and sell cars, find housing, get jobs, buy and sell household goods, and more. Our colleagues around the world help to serve millions of people around the world every month, through its well-loved consumer brands including OLX, Otodom , Property24, AutoTrader.

Join OLX and see how far you can go
.

The Software Quality Analyst role entails the creation, review and execution of software testing specifications and involves both working as part of the development team as well as mentoring other team members. The role includes responsibility for creating and maintaining testing environments, as well as creation and use of automated testing.

What You Will Be Doing

• Release management
• Software build processes
• Analysis, design and documentation of software
• User requirement gathering and documentation
• User acceptance testing
• Agile development methodology/Scrum management techniques
• Database querying and maintenance
• Maintenance of test and development environments
• Web technologies

Requirements

• Three plus years' experience in testing complex software systems
• SQL skills
• OS, VM and software skills
• Experience creating and maintaining testing environments
• Excellent written and spoken communication skills
• Analytical and logical problem-solving skills
• Understanding of testing concepts and the role of a QA in Scrum
• Related qualification

Does This Sound Like You

• Good attention to detail
• Open to and willing to give critique
• Genuinely interested in comin up with the nest solutions
• Constantly learning about things and sharing with others

If we're blown away by your CV, we'll call you in for an interview.

We'll give you a warm welcome, a quick test to challenge your mind and a chat to weigh up your skills and personality - simple, right? If you get the job, be prepared for a pretty great adventure

We look forward to meeting you.

To support our commitment to diversity, inclusion, and compliance with South Africa's Employment Equity Act, we collect gender and race information to help us monitor and promote equal opportunities. Please note that this information is confidential and does not influence hiring decisions, which are based solely on qualifications and experience.
Diversity, Equity and Inclusion at OLX
OLX values diversity and welcomes applicants of all races, ethnicities, disabilities, ages, genders, sexual orientations, religions, backgrounds, and experiences to apply. If this role excites you, we encourage you to apply, even if you don't meet all the requirements - you may be just the right fit for this or other opportunities with us

OLX will process your personal data to assess your fit for the applied position. You may optionally consent to store your data for up to 12 months after the application process for consideration in future OLX roles. For more details on how your application data will be processed please check our
Privacy Statement
.

About the Company

Nestify is an international property management company with operations in the United Kingdom, France, Ireland, and the United Arab Emirates. We provide end-to-end property and guest management solutions, enabling landlords to maximise their rental income while ensuring guests enjoy seamless stays. Driven by technology and supported by a passionate global team, Nestify delivers innovative services, exceptional customer care, and sustainable growth for property owners worldwide.

About the Position

The Sales Quality Analyst will support the Business team by overseeing quality processes for all incoming prospective sales leads from SDRs and by handling the retention of the existing client base in the UK and Dubai. The role ensures sales and onboarding activities meet Nestify's service standards, with a strong focus on outbound call quality and the accuracy and integrity of data in our CRM system (Pipedrive). Reporting to the Head of Sales, this role enhances customer satisfaction and drives operational excellence.

Main Duties and Responsibilities

• CRM Oversight:
  Ensure all SDR leads are accurately recorded in CRM with the correct status and detailed notes for effective follow-up.
• Lead Qualification:
  Validate SDR leads against a clear checklist and confirm readiness for handover.
• Call Quality Review:
  Listen to a sample of outbound calls, check adherence to process and professionalism, and capture coaching notes with team leads.
• Customer Experience:
  Proactively follow up with landlords to assess satisfaction with the sales and onboarding process, providing concise feedback and recommendations to the Head of Sales.
• Customer Support:
  Manage landlord queries and complaints promptly, ensuring accurate record-keeping and timely responses.

Qualifications and Work Experience

• Bachelor's degree in a business-related field (preferred).
• Excellent command of English (C1 or C2 level).
• 2–3 years in a sales or call-centre environment with proven outbound calling exposure.
• Experience with quality
  in a sales or service context, such as call monitoring, checklist-based reviews, or process compliance.
• Proficiency with CRM systems;
  Pipedrive
  experience is an advantage.
• Must have own laptop and strong internet connectivity.

Working Days and Hours

• Monday to Friday
• 09:00 to 18:00 (CEST)
• Hybrid arrangement: 2 days in office, 3 days remote (Cape Town)

Remuneration

• Full-time permanent freelance contract
• Competitive salary package
• Hybrid work model within a motivated global team
• Generous annual leave
• Company culture that values loyalty, performance, and work-life balance
• Career growth opportunities and skills development

ROLE PURPOSE

The purpose of this role is to support the development and execution of a real-time audit programme within the MSOC support organisation. The role is responsible for auditing the quality of customer-facing support interactions to ensure accurate, efficient, and compliant service delivery. The role will identify key areas for continuous improvement, assist in the implementation of corrective actions, and monitor compliance with service level management systems. By driving adherence to IT governance standards and real-time performance monitoring, this role ensures the consistent delivery of high-quality support services and fosters a culture of ongoing improvement.

ROLE REQUIREMENT

Quality Monitoring

• Assess customer interactions across multiple channels against established quality standards.
• Conduct real-time spot checks on both new and established procedures.
• Complete random and scheduled ticket quality samples to ensure consistency.
• Carry out outbound calls to customers to validate the quality of service rendered.

Analysis and Reporting

• Track and report on key metrics such as CSAT, first-contact resolution, compliance, and throughput.
• Provide regular audit information on IT compliance with Service Management tasks, including incident, problem, and performance management.
• Conduct internal real-time audit reviews and present actionable insights.

Training and Coaching

• Provide constructive feedback to IT service agents and guide improvements in technical accuracy, communication, and service quality.
• Recommend updates to training materials and knowledge bases based on audit findings.

Process Improvement and Compliance:

• Ensure conformance to processes and ways of working (WoWs), raising risks or deviations where necessary.
• Propose process improvements based on data from service performance data.
• Interface with stakeholders to ensure identified gaps are remediated within agreed timelines.

Stakeholder Collaboration

• Partner with stakeholders to advocate for quality throughout the service lifecycle.
• Work closely with stakeholders to address real-time issues, including risk tickets, throughput challenges, and quality concerns.

Continuous Improvement:

• Participate in the establishment of a Quality Audit Programme to effectively monitor IT service quality.
• Drive initiatives that improve compliance, service efficiency, and customer satisfaction.
• Champion a culture of ongoing improvement across the IT support organisation.

PROFESSIONAL COMPETENCIES

(Technical/Functional)

• Customer Service & IT Support Knowledge – Proven experience in a customer service or IT support call centre environment, with an understanding of customer expectations and service delivery standards.
• Quality Assurance Expertise – Hands-on experience in a quality assurance role, with strong capability in auditing customer interactions, performing real-time checks, and driving compliance.
• Real-Time Monitoring & Reporting – Proficient in quality monitoring systems and reporting tools to track, analyse, and present service performance and compliance metrics.
• ITIL & Service Metrics Knowledge – Familiarity with ITIL processes (incident, problem, and performance management) and service metrics such as first-call resolution (FCR), average handle time (AHT), CSAT, and throughput.
• Data Analysis & Insight Generation – Strong analytical and problem-solving skills, with the ability to derive actionable insights from ticketing systems and audit data.
• Coaching & Feedback Delivery – Skilled in providing clear, constructive feedback to agents to enhance communication, technical accuracy, and service quality.
• Process & Compliance Management – Strong understanding of IT governance, risk management, and adherence to data protection, regulatory, and company standards.
• Stakeholder Engagement – Ability to collaborate effectively with stakeholders
• Documentation & Procedure Development – Experience creating, refining, and auditing SOPs, training materials, and knowledge bases.

QUALIFICATIONS & EXPERIENCE

• Diploma or degree in IT, Business Administration, Quality Management, or a related field.
• ITIL Foundation certification. – must
• ITIL Practise certification – advantageous

Essential:

• Proven experience in a customer service or IT support call centre environment.

• Hands-on experience in a quality assurance or audit role, ideally within IT support services.

• Strong analytical and problem-solving skills with a high level of attention to detail.

• Excellent verbal, written, and interpersonal communication skills.
• Proficiency with quality monitoring systems, ticketing systems (e.g. SNOW, and reporting/BI tools.
• Solid understanding of IT service metrics such as First-Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT).
• Working knowledge of ITIL principles, specifically Incident, Problem, and Performance Management.
• Demonstrated ability to provide coaching and feedback to improve performance and compliance.
• Ability to work effectively in a flexible environment.

Desirable:

• Familiarity with continuous improvement methodologies
• Experience conducting real-time audits, spot checks, or compliance reviews.
• Exposure to regulatory compliance frameworks and data protection standards.
• Experience collaborating with cross-functional stakeholders.