Overview
Quality Assurance Analyst Jobs in Cape Town, Western Cape at Keen
Full Job Description
About Keen
At Keen, we don’t just deliver services — we embed ourselves into the heart of our clients’ businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.
Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.
We’re not a legacy BPO. We’re a partner in growth — and that’s where you come in.
About the Role
We’re hiring a Quality Assurance Analyst to support a global client in the POS (point of sale) tech and food delivery space. You’ll be responsible for monitoring customer interactions, scoring agent performance, identifying trends, and collaborating with Team Leads and Training to raise the bar on service quality.
This is a critical role for someone who thrives on consistency, clarity, and accountability — and who can turn feedback into meaningful coaching and improvements that drive team performance.
What You’ll Do
Evaluate customer interactions across email, chat, and phone to ensure quality, accuracy, and empathy
Score agent performance against internal and client QA rubrics, and provide actionable, structured feedback
Track trends in performance gaps and collaborate with Team Leads and Learning Specialist to address them
Calibrate regularly with QA peers and Team Leads to ensure consistency and fairness in scoring
Maintain up-to-date documentation on QA criteria, workflows, and feedback logs
Conduct root cause analysis on repeat errors, escalations, or customer complaints
Identify opportunities to streamline or strengthen SOPs and workflows
Support new hire readiness reviews and nesting period assessments
Collaborate with client-side QA or CX stakeholders on performance reviews and insight sharing
Requirements:
What We’re Looking For
2–4+ years of experience in QA, CX operations, or a customer service support role
Strong understanding of contact center metrics and QA best practices
Experience scoring phone, email, or chat support in a BPO, contact center, or high-volume CX environment
Familiarity with food delivery, restaurant tech, or POS systems is a major plus
Exceptional attention to detail — you catch things others miss
Strong written communication and documentation skills
Confidence in delivering constructive feedback with clarity and tact
Organized and deadline-driven, with the ability to manage scoring queues and reporting needs
Experience using QA tools, ticketing platforms (Zendesk, Intercom), and internal knowledge bases
Bonus: Experience calibrating QA across multiple reviewers or working with U.S.-based clients
Benefits:
What’s In It for You
Competitive full-time compensation
Collaborative office culture in Foreshore, Cape Town
Transport and Medical allowances
Help shape the quality and customer experience for a fast-growing food tech brand
Partner closely with TLs and Trainers to create a culture of excellence
Birthday leave + professional development budget
Join a global team that values clarity, fairness, and high standards
This is a full-time in-office role, working from 3 pm to 12 am SAST (4 pm to 1 am during U.S. winter hours). Reliable commuting to and from the office in Foreshore, Cape Town is required.
Title: Quality Assurance Analyst
Company: Keen
Location: Cape Town, Western Cape
Category:
