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Boomerang Marketing • Western Cape, South Africa
Role & seniority: Quality Assurance Assessor, mid-level within a high-performing QA team
Stack/tools: Zendesk (essential), Klaus Zendesk QA platform (advantageous), CRM/Customer Service platforms, QA software/tools
Monitor and evaluate customer interactions across phone, live chat, and email to ensure quality, compliance, and customer satisfaction
Provide actionable feedback to agents and team leads to drive performance improvement
Collaborate with agents and leadership to refine processes and enhance the customer journey
Must-have skills: Clear criminal record; matric or equivalent; ≥2 years QA experience in a BPO; Zendesk experience; strong analytical, coaching/mentoring, and communication skills; attention to detail; time management and organizational skills; compliance/regulatory understanding; calibration and collaboration; customer experience mindset
Nice-to-haves: Klaus Zendesk QA platform experience; broader QA tools/systems familiarity; advanced calibration/collaboration experience
Location & work type: Location and employment type not specified in the provided information
This exciting opportunity is ideal for detail-oriented, analytical, and proactive individuals who are passionate about delivering exceptional quality and ensuring an outstanding experience for every customer. If you have a keen eye for detail and a strong ability to assess and enhance performance, this role is for you!
You will be joining a high-performing Quality Assurance team within Boomerang, working for one of our Retail client campaigns. Your primary responsibility will be to monitor and evaluate customer interactions across multiple channels (phone, live chat, and email), ensuring they meet the highest standards of quality, compliance, and customer satisfaction.
As a Quality Assurance Assessor, you will not only assess customer interactions but also work closely with agents and team leads to drive performance improvement. Your insights will directly shape the customer journey, helping us refine processes and identify innovative ways to enhance the overall experience. You’ll be empowered to make a real impact by providing actionable feedback that leads to tangible improvements in how we serve our customers.
Requirements Clear Criminal Record (Required) Matric or Equivalent (Required) Minimum 2 years of QA experience in a BPO (Required) Experience with CRM, Customer Service platforms, and QA software Strong understanding of quality monitoring tools and performance metrics. Excellent analytical, coaching, and communication skills. Ability to thrive in a fast-paced and target-driven environment.
Benefits Competitive salary. Opportunities for career growth and advancement. A dynamic, supportive work environment with a focus on professional development. Join a company committed to delivering excellence and driving results in customer service on a global scale.