172 Collections quality Jobs and Work in Cape Town Western Cape

Collections Quality Analyst
Ascensos —Gardens, Western Cape
- Full-time
Collections Trainer
Ascensos —Gardens, Western Cape
- Full-time
Collections Agent
Financial Wealth Holdings —Cape Town, Western Cape
- R7 000 - R10 000 a month
Quick Apply
ZAF Customer Service Representative FA Nightshift
Teleperformance —Cape Town, Western Cape 7925
- R7 500 - R8 500 a month
- Full-time
Collections Agent
Virgin Active South Africa (Pty) Ltd —Cape Town, Western Cape
Standby Driver
Recycle 1st —Elsiesrivier, Western Cape 7490
- From R6 199 a month
- Temporary
Quick Apply
14d
Experienced Collections Advisor
Sigma Connected Group —Cape Town, Western Cape 7800
- Full-time
Customer Service Representative
Sigma Connected Group —Cape Town, Western Cape 7800
- Full-time
Customer Onboarding Coordinator
Stage Zero —Cape Town, Western Cape
- R17 000 - R20 000 a month
- Full-time
Quick Apply
2d
ZAF Customer Service Representative PO - Financial
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Call Centre Agent
Truworths —Cape Town, Western Cape
Prepayment Meters - Utilities Specialist
Sigma Connected Group —Cape Town, Western Cape 7800
- Full-time
Assistant Operations Manager (702)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Tailor/Seamstress
Bakers Tailoring —Cape Town, Western Cape
- R6 000 - R8 000 a month
- Full-time
Quick Apply
ZAF Customer Service Representative MZ - Banking/Collections/Financial
Teleperformance —Cape Town, Western Cape
ZAF Customer Service Representative VF - Collections/Financial
Teleperformance —Cape Town, Western Cape 8001
- Full-time
FIELD SUPERVISOR
Smollan —Cape Town, Western Cape
- Part-time
Sales Consultant
Debt Aid Legal —Cape Town, Western Cape
- R5 500 - R10 500 a month
Quick Apply
7d
ZAF Customer Service Representative ZP - Banking/Collections/Financial
Teleperformance —Cape Town, Western Cape 8001
- Full-time
Collections Team Manager
Prime Loans Technology —Cape Town, Western Cape
- R16 000 - R21 000 a month
Quick Apply
1d

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Collections Quality Analyst

Ascensos -
Gardens, Western Cape

Apply Now

Job Details

Permanent | Full-time

Full Job Description

Location Gardens, Cape Town, South Africa

Type Office Based

PositionFull Time, Permanent

Date Posted18/05/2026

Ascensos is part of the Firstsource family of businesses.

This opportunity sits within Pastdue Credit, a Firstsource company specialising in collections and customer operations. Pastdue Credit takes a people-first approach to collections, combining professionalism, empathy, and customer-focused support to deliver positive outcomes.

As a fast-growing business within the Firstsource group, Pastdue Credit is focused on building high-performing teams committed to delivering exceptional customer experiences.

For individuals who enjoy speaking to people, delivering on expectations, and making a genuine difference through every interaction, Pastdue Credit offers the opportunity to grow within a supportive and ambitious environment.

What We’re Looking For

Pastdue Credit is looking for an experienced Quality Analyst to support one of its collections campaigns in Cape Town. This role is ideal for an individual with a strong background in quality assurance, customer experience, and process improvement within a collections environment.

If you are passionate about service excellence, coaching, and using data-driven insight to improve performance and customer outcomes, this could be the opportunity for you.

❗ Please note: Collections industry experience is essential for this role.

What To Expect

As part of the growing Pastdue Credit team, you’ll play an important role in driving quality standards, continuous improvement, and operational excellence across the customer journey.

Working closely with operations, training, and client stakeholders, you’ll help ensure compliance, improve service delivery, and support performance through structured coaching, reporting, and quality assurance frameworks.

Our typical shift pattern involves: 40 hours within the week, Monday to Friday 8am - 8pm (UK time).

Please note. This position is based at our site in Gardens, Cape Town.

Your role can include, but isn’t limited to:

Quality Assurance & Compliance:

Conducting quality audits to ensure compliance with our client’s process standards and SLAs.
Driving calibration sessions with internal teams and clients to maintain consistency in quality evaluations.
Ensuring compliance with KPIs, SLAs, and regulatory requirements while identifying areas for improvement.

Continuous Improvement & RCA Implementation:

Utilizing QC tools for structured problem-solving and performance improvement.
Conducting Root Cause Analysis (RCA) on recurring quality issues.
Streamlining customer journeys by eliminating inefficiencies and optimizing workflows.

Stakeholder & Client Management:

Engaging in regular client discussions, governance meetings, and reviews to align expectations and enhance quality deliverables.
Acting as a key liaison between operations, training, and all other departments to drive quality and process efficiency.
Ensuring timely reporting and resolution of quality issues, proactively addressing client concerns.

Training & Coaching:

Conducting Training Needs Analysis (TNA) to identify skill gaps and work with the training team to implement upskilling initiatives.
Providing constructive feedback and coaching to agents, ensuring continuous improvement in service delivery.
Developing and delivering targeted training programs based on quality insights.

Reporting, Governance & Data-Driven Insights:

Generating quality reports, dashboards, and insights to drive data-backed decision-making.
Tracking the impact of QA initiatives on KPIs (CSAT, Efficiencies etc.) and share actionable recommendations.
Maintaining QA documentation, compliance logs, and best practices repository for audits and continuous improvement.

About You

You have experience in quality assurance within a collections campaign, ideally in a BPO environment, and a strong understanding of customer experience, compliance, and operational performance.

You’re analytical, detail-oriented, and confident working with data, while also being passionate about coaching and developing others to improve performance and customer outcomes.

Pastdue Credit would love to hear from you if you have the following skills:

A minimum of 2 years’ experience in quality assurance roles supporting a collections campaign.

Strong experience in quality frameworks, customer service excellence, and process improvements.
Hands-on experience on MS Office tools (Excel, PowerPoint) is required.
Understanding of CX business and relevant metrics is required.
Experience in using analytical tools is required.
Strong analytical & problem-solving skills.
Cross-functional collaboration.
Client/stakeholder engagement: ability to manage and strengthen relationships with key clients and internal stakeholders.
Ability to provide structured feedback, training, and performance enhancement support.
Experience in coaching, either face-to-face or in a virtual space.
Strong data collection, analysis (RCA, TNI, quality tools), reporting, and governance skills.
Passionate about developing others and fostering a culture of continuous learning.
Strong innovation and creative problem-solving mindset.
Flexible and adaptable to evolving business needs and challenges.

Our Commitment

As part of the Firstsource family of businesses, Pastdue Credit is committed to delivering fair, ethical, and responsible collections practices, putting customers at the heart of everything we do.

If you are passionate about making a difference while driving results, we want to hear from you.

Benefits

Full training & support.
Medical insurance after 6 months.
Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
Access to our Learning & Development Talent SPA.
‘Employee of the Month’ Awards.
A diverse and inclusive working environment.
Free transportation home (door to door).
Well-being with Ky (onsite counselling).
Maternity benefit after 1 year.
Free onsite Flu Vaccine.
Funeral benefit after 3 months.

Apply Now

Refine Your Search

collections quality jobs in cape town western cape

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