Senior Quality Analyst (BPO Contact Center)

About Keen

Keen specializes in building high-performing customer experience (CX) and operational teams for rapidly expanding technology companies across the U.S. and the world. Our teams provide support for sophisticated software, hardware, and e-commerce platforms utilized by businesses worldwide.

This is not a conventional call center position. Our teams engage in complex tasks that demand sound judgment, in-depth product knowledge, and effective problem-solving abilities. The work environment is dynamic, data-driven, and focused on performance.

In exchange, Keen offers long-term career opportunities, fair compensation, and the chance to be part of the evolving customer support industry. As AI automates Tier-1 tasks, Keen’s teams concentrate on the advanced work that technology companies will continually require.

About the Role

We are seeking a BPO Quality Lead to oversee and enhance our quality assurance functions across our BPO operations. In this pivotal role, you will manage our Quality Assurance audits, develop best-in-class QA methodologies, coach TLs on audit best practices, and ensure that our service delivery meets and exceeds client expectations.

Your expertise will be essential in driving performance improvements, ensuring compliance with quality standards, and fostering a culture of excellence throughout the organization.

What You’ll Do

• Lead our Quality Assurance analysis across campaigns, including evaluating customer interactions across multiple channels (email, chat, phone) to ensure high service quality.
• Develop and maintain QA frameworks, scoring rubrics, and training programs to enhance quality assurance processes.
• Analyze quality metrics and performance trends, providing insights and recommendations to operations and client teams.
• Facilitate calibration sessions with the Operations team and operations to ensure consistency in scoring and quality standards.
• Collaborate with training and development teams to design effective coaching programs based on quality findings.
• Conduct regular audits and assessments of QA practices to refine processes and identify areas for continuous improvement.
• Act as the primary liaison for client quality discussions, presenting performance reports and addressing feedback.
• Mentor and develop TLs, SMEs, Trainers, and other team members in QA best practices, fostering a culture of accountability and continuous learning.

Requirements:
What We’re Looking For

• 5+ years of experience in quality assurance within a BPO or customer service environment, with at least 2 years in a senior QA role.
• Strong understanding of QA methodologies, metrics, and best practices, particularly in a contact center setting.
• Proven ability to lead and develop teams, with excellent mentoring and coaching skills.
• Familiarity with performance management tools and customer experience metrics.
• Experience working with technical software, e-commerce, or complex technical support (Tier 2+) systems is a plus.
• Exceptional analytical and problem-solving skills, with a keen eye for detail.
• Strong verbal and written communication skills, capable of presenting findings and recommendations clearly.
• Ability to work collaboratively across departments and with client stakeholders.
• Proficient in using QA tools and customer support platforms (e.g., Zendesk, Intercom) to track performance and drive improvements.
• Adaptable and proactive, with a passion for driving quality and operational excellence.

Assessment Disclaimer

• The first stage is a 60-minute assessment with video questions, a typing test, and skill quizzes.
• You will have 24 hours from application submission to complete these.
• You will need access to a PC with a webcam and microphone to complete the assessments.

Schedule & Location

• This role supports international customers and operates on day, evening, and overnight shifts (SAST).
• The role is fully in-office at our Cape Town location in Woodstock.
• In accordance with local transport requirements, Keen provides transportation to and from the office for shifts starting or ending between 6pm and 6am SAST.

Benefits:
• Collaborative in-office team environment
• Professional development budget
• Compensation includes:
• Base Salary
• Medical Allowance
• Attendance & Timeliness Bonus
• Transport Allowance
• Monthly Performance Bonus