Quality Assurance

This exciting opportunity is ideal for detail-oriented, analytical, and proactive individuals who are passionate about delivering exceptional quality and ensuring an outstanding experience for every customer. If you have a keen eye for detail and a strong ability to assess and enhance performance, this role is for you!

You will be joining a high-performing Quality Assurance team within Boomerang, working for one of our Retail client campaigns. Your primary responsibility will be to monitor and evaluate customer interactions across multiple channels (phone, live chat, and email), ensuring they meet the highest standards of quality, compliance, and customer satisfaction.

As a Quality Assurance Assessor, you will not only assess customer interactions but also work closely with agents and team leads to drive performance improvement. Your insights will directly shape the customer journey, helping us refine processes and identify innovative ways to enhance the overall experience. You’ll be empowered to make a real impact by providing actionable feedback that leads to tangible improvements in how we serve our customers.

• Clear Criminal Record (Required)
• Matric or Equivalent (Required)
• Minimum 2 years of QA experience in a BPO (Required)
• Experience with CRM, Customer Service platforms, and QA software
• Strong understanding of quality monitoring tools and performance metrics.
• Excellent analytical, coaching, and communication skills.
• Ability to thrive in a fast-paced and target-driven environment.

Required Skills:

• Worked on Zendesk (essential)
• Worked on Klaus Zendesk QA platform (advantageous)
• Knowledge of QA Tools and Systems
• Analytical Skills
• Attention to detail
• Communication Skills
• Coaching and Mentoring
• Time Management & Organizational Skills
• Compliance & Regulatory Understanding
• Calibration and Collaboration
• Customer Experience Mindset

• Competitive salary.
• Opportunities for career growth and advancement.
• A dynamic, supportive work environment with a focus on professional development.
• Join a company committed to delivering excellence and driving results in customer service on a global scale.