Quality Assurance Analyst

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.