Senior Quality Analyst (Contact Center)

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 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 Analysts, develop best-in-class QA methodologies, 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 QA Analysts in 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 QA 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 QA team members, fostering a culture of accountability and continuous learning.

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 leadership 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 food delivery platforms, restaurant technology, or POS 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.

What’s In It for You

• Competitive full-time compensation
• Collaborative office culture in Foreshore, Cape Town
• 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.