Quality Assurance Agent

About Reflex

Established in 2000 in South Africa, Reflex has evolved from modest origins to become a distinguished provider of Information and Communication Technology (ICT) solutions. We specialise in delivering innovative ICT solutions across various industries, earning a sterling reputation for our excellence in the retail sector and beyond. With a robust network of partnerships, we pride ourselves on our ability to swiftly address the technological needs of our clients.

Our portfolio of ICT solutions spans various industries. Reflex Carrier understands what is needed to build, manage, and operate complex backbone networks simply. Our solutions are tailored for Fibre Network Operators (FNO), Internet Service Providers (ISPs), and those looking for comprehensive Managed Connectivity solutions.

On the other hand, our Enterprise Solutions take the complexity out of technology, allowing you to focus on what you do best. We provide seamless, high-performance solutions for connectivity, communications, workplace management, cloud, and cybersecurity services.

Together, both divisions reflect our core values of expertise, clarity, and client-centricity. We take pride in being large enough to offer extensive support while remaining small enough to provide personalised service. At Reflex, our clients are at the centre of everything we do, and we’re committed to delivering reliable, jargon-free solutions that drive your success.

About the role

We are seeking an experienced Quality Assurance (QA) Agent to join our Helpdesk team within an Internet Service Provider (ISP) / Fiber Network Operator (FNO) environment. The QA Agent will be responsible for evaluating the quality of customer interactions across calls, emails, ticket logging, and other communication channels for both USA‑based and South Africa–based clients.

This includes ensuring technical accuracy, effective troubleshooting, process compliance, and exceptional service delivery across diverse customer segments. The QA Agent will work closely with team leaders and managers to provide actionable feedback, support agent development, and enhance the overall customer experience across all regions served.

Key Responsibilities:

Quality Monitoring

• Conduct regular monitoring of inbound/outbound calls and email interactions.


• Evaluate agent performance across customer service, professionalism, and technical accuracy.


• Ensure all interactions adhere to company policies, procedures, and industry best practices.

Trend Analysis & Reporting

• Analyze call and email data to identify trends, recurring issues, and performance gaps.


• Prepare detailed reports with actionable insights and recommendations for service improvement.

Training & Development

• Contribute to the creation and enhancement of training materials to improve technical and customer service skills.


• Provide constructive coaching and feedback to agents to support continuous performance development.

Continuous Improvement

• Participate in calibration sessions to ensure consistency in quality standards.


• Collaborate with Supervisors to address performance issues and support agents in meeting quality targets.

Record Keeping & Documentation

• Maintain accurate, up-to-date records of call audits, email assessments, and feedback sessions.


• Ensure all evaluation documentation is completed daily and available for management review.

Qualifications and Experience:

Education:

• Grade 12 / NQF Level 4 (minimum).


• Quality Assurance certification is advantageous.

Experience:

• 2–3 years in a QA role within a call centre environment (ISP/FNO experience preferred).


• Experience with call monitoring systems (e.g., Connex AI, CallBi) is an advantage.


• Strong understanding of customer service and technical support best practices.

Key Skills:

• Excellent verbal, written, and interpersonal communication skills.


• Strong analytical ability with the capability to provide clear, actionable feedback.


• Exceptional time-management and organizational skills.


• High attention to detail and ability to identify areas for improvement.


• Ability to perform well under pressure in a fast-paced environment.

Technical Proficiency:

• Advanced Microsoft Office skills (Excel, Word, PowerPoint).


• Experience with call centre software, CRM platforms, and QA tools.


• Basic understanding of internet technologies (ISP/FNO experience is a plus).