{"id":1077813,"url":"https://alion.io/job/job-mail-qa-analyst-call-centre-2","title":"QA Analyst (Call Centre)","company":{"id":701519,"name":"Job Mail","domain":"jobmail.co.za","url":"https://alion.io/company/job-mail","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":true,"listed_via":"jobmail.co.za","ats_vendor":"Schema","truth_index":{"grade":"C","score":64,"open_postings":6701,"ghost_share":0.497,"stale_share":0,"repost_share":0.724,"time_to_fill_p50_days":11,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Durban, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":22000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":595},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-20T14:30:22Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-16T14:31:28Z","board_verified":false,"closed_at":null,"days_open":28,"trust":{"level":"ok","repost_count":2,"flags":["repost"],"days_open":27},"description":"The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Callforce customer’s experience.\nExperience and skills required:\n2-3 years experience in a similar role\nExcellent verbal, written and interpersonal communication skills\nOutstanding customer service skills and dedication to providing exceptional customer care\nMust be self-motivator and self-starter\nFocus on quality and customer service\nExceptional listening and analytical skills\nSolid time management skills\nMust be able to effectively deal with people at all levels inside and outside of the Company\nCreative ability & writing proficiency\nAbility to multitask and successfully operate in a fast paced, team environment\nMust adapt well to change and successfully set and adjust priorities as needed\nResponsibilities:\nParticipates in design of call monitoring formats and quality standards.\nPerforms call monitoring and provides trend data to site management team.\nUses quality monitoring data management system to compile and track performance at team and individual level.\nMonitors customer care email responses.\nParticipates in customer and client listening programs to identify customer needs and expectations.\nProvides actionable data to various internal support groups as needed.\nCoordinates and facilitates call calibration sessions for call center staff.\nProvides feedback to call center team leaders and managers.\nPrepares and analyzes internal and external quality reports for management staff review.\nPerform other duties as assigned.","description_format":"text","description_chars":1981,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-20T14:30:22Z"},{"event":"close","at":"2026-09-20T18:11:58Z"},{"event":"reopen","at":"2026-09-23T14:36:48Z"},{"event":"close","at":"2026-09-23T21:59:09Z"},{"event":"reopen","at":"2026-10-06T14:17:23Z"},{"event":"close","at":"2026-10-06T19:46:06Z"},{"event":"restore","at":"2026-10-16T05:53:24Z"}],"visa":[],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.138,"p_room":0.35,"age_days":26,"expected_fill_days":11,"reasons":["seen:0","repost:2","agency","velocity","win:tail","comp:junior,brand"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/job-mail-qa-analyst-call-centre-2","json_url":"https://alion.io/job/job-mail-qa-analyst-call-centre-2.json","meta":{"generated_at":"2026-10-18T15:42:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21630,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":701519},"rest":"https://alion.io/mcp/rest/get_company?id=701519"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjob-mail-qa-analyst-call-centre-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjob-mail-qa-analyst-call-centre-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjob-mail-qa-analyst-call-centre-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/job-mail-qa-analyst-call-centre-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjob-mail-qa-analyst-call-centre-2"}]}