Quality Analyst - Financial Services - Onsite - Cape Town

Job Title:

Quality Analyst - Financial Services - Onsite - Cape Town

Job Description

Quality Analyst – On-site, Cape Town
 

At Concentrix, we partner with some of the world’s most recognised lifestyle and service-led brands to deliver exceptional customer experiences. We are currently looking for a Quality Analyst supporting our Client that offers life insurance, pensions, retirement solutions, and investment services, where service is curated, experiences are personalised, and every interaction matters.

You will monitor and evaluate customer interactions across multiple channels, providing insights that enhance quality, elevate the member experience, and drive continuous operational improvement.
 

What you will do in this role

• Monitor and evaluate calls, emails, and chat interactions to ensure alignment with defined quality standards and brand expectations.

• Deliver accurate, objective quality assessments and report insights to stakeholders including Quality, Operations, and Leadership.

• Identify trends, improvement opportunities, and key drivers impacting customer experience and service delivery

• Participate in calibration sessions with internal stakeholders to ensure scoring consistency and best practice alignment.

• Maintain strong knowledge of services, offerings, and member experience expectations to ensure evaluations reflect the brand tone

• Support continuous improvement through quality task forces, feedback loops, and operational reviews.

• Contribute to maintaining quality frameworks, scorecards, and documentation.

• Ensure adherence to confidentiality and data protection standards across all customer interactions.
   

Concentrix is a great match if you:

• Have a minimum B2 English proficiency

• Are highly detail-oriented with strong analytical capability

• Can effectively multi-task and meet deadlines in a fast-paced environment.

• Are proficient in Microsoft Office tools.

• Have strong communication and stakeholder engagement skills.

• Understand quality frameworks within customer experience, hospitality, or service-led environments
   

What sets you apart

• Ability to translate quality insights into actionable improvements that enhance member experience

• Passion for delivering best-in-class, detail-driven customer interactions

Power the best version of you!

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440k+ game-changers around the globe call Concentrix their “employer of choice.”
 

Concentrix is an equal opportunity employer.
 

Concentrix is a Disability Confident and equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
 

As part of our commitment to the Employment Equity Act and Concentrix South Africa’s Employment Equity Plan, preference will be given to candidates from designated groups in alignment with the Company’s EE Sectoral Targets and Affirmative Action measures. This approach supports our goal of promoting fair representation and diversity within the workplace.

Location:

ZAF Cape Town - 19 Hertzog Blvd, Cape Town, 8000

Language Requirements:

Time Type: