Quality Assurance Analyst (Internal)

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 helps some of the world’s fastest-growing brands scale smarter, work faster, and deliver better service—every time.

We’re not your typical outsourcing company. We believe great service is built on two things: smart tech and even smarter people. From our proprietary AI tools like MöBIUS to our collaborative, people-first culture, we give our teams the tools, training, and trust they need to make an impact.

If you want to lead from the front, support high-performing teams, and help deliver excellent technical customer support in a fast-paced environment, you’ll feel right at home here.

Position Overview

Quantanite is looking for a Quality Assurance individual to assist in championing the need for continuous improvement by analyzing data and measuring and driving high performance, through Quality initiatives, report on the Quantanite quality Standards and performance data to operations and evaluate contact centre agent quality in line with the Quantanite quality standards

Key Competencies:

Ensure high standards of product knowledge and adherence to processes is maintained through the quality monitoring process

Ensure consistency of quality monitoring utilizing the Quantanite quality standards, with Team Leaders through the calibration process

Drive customer experience testing and client quality evaluation

Complete the accreditation process with new hire agents that fall in line with the policies and procedures of the client process

Coach (Outliers) & develop contact centre agents around voice, case and written service quality

Ensure high standards of product knowledge and adherence to processes is maintained through the quality monitoring process

Ensure consistency of quality monitoring utilizing the Quantanite Quality Standards, with Team Leaders through the calibration process

Drive customer experience testing and client quality evaluation

Complete the accreditation process with new hire agents that fall in line with the policies and procedures of the client process

Basic knowledge of Microsoft Office/Google Workspace Basic report-writing capabilities

A proven track-record of excellent KPI performance in current role Excellent communication (both verbal & written) skills Ability to work in a team and individually

Coach using the “grow” model and “not” tell method (positive coaching approach)

Understanding of good customer service, CSAT and DSAT

Passion for customer service

Patient and resilient manner

Previous Customer Service, Outbound Sales and/ or Collections experience required.

Knowledge and experience on the above specified Campaign (Advantageous) 

Job Specification:

Qualifications:

●  Matric
● Generic Management
● Coaching related qualification would be advantageous

● Studying towards or in possession of:
-Quality assurance/ improvement related certification/ qualification
-Statistics related qualification
-Project management

Experience:

● 2 - 3 years of experience as a Quality / senior quality assurer
● 2 - 3 years of experience within business process outsourcing environment
● Track record of data management

Other Essentials:

-Ability to work flexible hours and USA hours as required