Quality Assurance Analyst Call Centre Jobs Pretoria -

A prominent law firm specializing in debt collection seeks an experienced Quality Assurance Analyst to join their dynamic team in Pretoria East.

This permanent intermediate position offers a competitive monthly salary between R10,000 and R11,500 for candidates with proven experience in call centre quality assurance.

The successful applicant will play a crucial role in maintaining service excellence and compliance standards within a fast-paced legal collections environment, ensuring that all customer interactions meet the firm’s rigorous quality benchmarks and regulatory requirements.

Position Overview and Company Background

Industry: Legal Services – Debt Collection
Location: Pretoria East (On-site position)
Salary: R10,000 – R11,500 per month
Reference: Pta000183
Posted: 22 September 2025
Expires: In 22 days

This position within our established law firm requires a meticulous professional who understands the complexities of debt collection processes and possesses the analytical skills to assess call centre interactions effectively.

The Quality Assurance Analyst will be responsible for monitoring, evaluating, and enhancing the quality of customer communications while ensuring adherence to both internal standards and external regulatory requirements governing debt collection practices.

Call Centre Key Responsibilities

Call Monitoring and Evaluation:

Conduct comprehensive audits of customer calls across the debt collection call centre
Assess agent performance against established quality standards and compliance requirements
Identify areas for improvement in customer interaction techniques and communication strategies
Evaluate adherence to scripts, regulatory guidelines, and company policies during customer interactions
Maintain detailed records of quality assessments and performance metrics

Compliance and Process Assurance:

Monitor compliance with debt collection regulations and financial services legislation
Ensure all collection practices align with legal requirements and ethical standards
Review customer interaction documentation for accuracy and completeness
Identify potential compliance risks and recommend corrective actions
Stay updated on changes in debt collection laws and industry best practices

Reporting and Analysis:

Prepare detailed quality assurance reports highlighting trends, issues, and recommendations
Present findings to management teams with actionable insights for performance improvement
Analyze quality data to identify root causes of recurring issues or deficiencies
Track quality metrics and performance indicators over time
Develop visual presentations and dashboards to communicate quality performance

Performance Support and Development:

Collaborate with team leaders to address quality gaps and implement improvement plans
Provide constructive feedback to enhance agent performance and customer experience
Support training initiatives by identifying common knowledge or skill gaps
Participate in calibration sessions to ensure consistent quality scoring across the organization
Develop quality assurance guidelines and best practice documentation

Call Centre Minimum Requirements

Essential Requirements:

Grade 12 / Matric certificate
Minimum of 1 year’s experience in Quality Assurance within a call centre environment
Knowledge of compliance, collections, or financial services processes
Proficiency in MS Office (Excel, Word, Outlook)
South African citizenship or valid work permit

Advantageous Qualifications:

Relevant tertiary qualification in Quality Management, Business Administration, or related field
Previous experience in auditing customer calls or QA processes
Background in collections, recoveries, or financial services environments
Experience in preparing and presenting reports to management teams

Essential Skills and Competencies

Analytical and Technical Skills:

Excellent listening and analytical capabilities
Strong problem-solving and root cause analysis skills
High attention to detail with ability to identify trends and patterns
Proficiency in quality assurance methodologies and tools
Advanced reporting and documentation abilities

Communication and Interpersonal Skills:

Exceptional verbal and written communication skills
Ability to provide constructive feedback effectively
Strong presentation skills for management reporting
Collaborative and supportive team player mentality
Professional communication style suitable for legal environment

Organizational and Personal Attributes:

Strong organizational and time management capabilities
Ability to work under pressure and meet strict deadlines
Meticulous approach to quality assessment
Ethical and compliant work approach
Adaptable to changing priorities and requirements

Remuneration and Employment Details

Salary Package:

Monthly salary: R10,000 – R11,500 (dependent on experience)
Permanent employment contract
Intermediate position level
On-site work location in Pretoria East

Application Process:

Reference number: Pta000183 must be quoted
Applications close 22 days from posting date
Only shortlisted candidates will be contacted
Submit comprehensive CV with contactable references

More Job Opportunities:

Industry Context and Career Opportunity

This position offers the unique opportunity to develop quality assurance expertise within a specialized legal collections environment.

The successful candidate will gain invaluable experience in financial services compliance while contributing to the maintenance of high service standards in a regulated industry.

The role provides a solid foundation for career advancement in quality management, compliance oversight, or operational leadership within the growing debt collection and financial services sector.

Candidates with a passion for quality improvement and a keen eye for detail are encouraged to apply for this challenging yet rewarding position. The law firm offers a professional work environment with opportunities for skills development and career growth for dedicated and performance-driven individuals.

CLICK HERE TO APPLY