Quality Analysts (Utilities)

We are seeking highly skilled Quality Analysts (QA) to support one of our utilities clients in South Africa.

This role plays a critical part in ensuring service excellence, process improvement, and customer satisfaction through quality assurance frameworks, coaching, data-driven insights, and cross-functional collaboration. Utilities industry experience is essential for this role.

Our people and our clients' brand are customer-obsessed, and we want you to feel the same, which is why we will provide you with full end-to-end training in its entirety while introducing you to Ascensos, our clients' brand, the energy industry and the role itself.

Our typical shift pattern involves: 40 hours within the week, 9am and 10pm Monday - Friday, on a rotational basis.

Please note. This position is based at our site in Salt River, Cape Town.

Your role can include, but isn’t limited to:

Quality Assurance & Compliance:

• Conduct quality audits (calls, chats, emails) to ensure compliance with our client’s process standards and SLAs.
• Drive calibration sessions with internal teams and clients to maintain consistency in quality evaluations.
• Ensure compliance with KPIs, SLAs, and regulatory requirements while identifying areas for improvement.
  
  

Continuous Improvement & RCA Implementation:

• Utilize QC tools for structured problem-solving and performance improvement.
• Conduct Root Cause Analysis (RCA) on recurring quality issues.
• Streamline customer journeys by eliminating inefficiencies and optimizing workflows.

Stakeholder & Client Management:

• Engage in regular client discussions, governance meetings, and reviews to align expectations and enhance quality deliverables.
• Act as a key liaison between operations, training, and all other departments to drive quality and process efficiency.
• Ensure timely reporting and resolution of quality issues, proactively addressing client concerns.
  
  

Training & Coaching:

• Conduct Training Needs Analysis (TNA) to identify skill gaps and work with the training team to implement upskilling initiatives.
• Provide constructive feedback and coaching to agents, ensuring continuous improvement in service delivery.
• Develop and deliver targeted training programs based on quality insights.
  
  

Reporting, Governance & Data-Driven Insights:

• Generate quality reports, dashboards, and insights to drive data-backed decision-making.
• Track the impact of QA initiatives on KPIs (CSAT, Efficiencies etc.) and share actionable recommendations.
• Maintain QA documentation, compliance logs, and best practices repository for audits and continuous improvement.

We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we’re looking for team members who think bigger, achieve more, and work smarter. Full training will be provided, but we want to hear from you if you have the following skills!

• Minimum 1-2 years of QA or Team Leader experience in a Utilities Campaign (preferably within a BPO environment).
• Strong experience in quality frameworks, customer service excellence, and process improvements.
• Hands-on experience of MS Office tools (excel, ppt) is required.
• Understanding of CX business and relevant metrics is required.
• Experience in using analytical tools is required.
• Expertise in 7 QC Tools.
• Strong Analytical & Problem-Solving Skills.
• Cross-Functional Collaboration.
• Client/Stakeholder Engagement: Ability to manage and strengthen relationships with key clients and internal stakeholders.
• Coaching & Mentorship: Ability to provide structured feedback, training, and performance enhancement support.
• Knowledge of Quality Principles & Frameworks: Understanding of quality methodologies and Lean Six Sigma principles (certification is a plus)
• Experience in coaching, either face-to-face or in a virtual space.
• Strong data collection, analysis (RCA, TNI, quality tools), reporting, and governance skills.
• Experience working with cross-cultural teams.
• Ability to work across the training cycle from training needs analysis, design, delivery, and evaluation.
• Client/Customer Relationship Management experience with a proven ability to maintain and enhance business relationships.
• Passionate about developing others and fostering a culture of continuous learning.
• Strong innovation and creative problem-solving mindset.
• Flexible and adaptable to evolving business needs and challenges.
• Comfortable working 5 days a week in a fast-paced environment.

• Full training & Support
• Up to R1000 performance bonus
• Medical Insurance*
• 10 days paid Study Leave*
• Maternity benefit**
• Well-being with Ky (onsite counselling)
• Free transportation home (door-to-door)
• Mid-month Travel Allowance
• Free onsite Flu Vaccine
• Monthly Recognition Awards
• Annual Recognition Awards Party
• Opportunities to progress your career with us (more than 90% of advancement & promotions comes from our internally developed talent pool)
• Access to our Learning & Development Talent SPA
• Offering 15 days paid Annual Leave
• A diverse & inclusive working environment

*Available post-6-month probationary period.
**Available after 1 year of service.

As an Equal Opportunity and Disability Confident Committed Employer, we pride ourselves on ensuring our recruitment process is inclusive and accessible. We hire local talent and offer a range of employment opportunities designed to fit a variety of lifestyles.

When you join #theAteam, we will welcome you into an inclusive, diverse, and fun environment where; delivering excellent customer service, career development, recognition and fun Fridays are the norm.

As an employer, we are committed to the well-being of our colleagues. Our continued efforts to support mental health awareness in the workplace is underpinned by our colleague-focused well-being initiatives.