Job Description
Key Responsibilities
- Monitor and evaluate inbound and outbound calls for quality and compliance
- Assess calls against internal standards including POPIA, communication, tone, negotiation, and payment handling
- Review call recordings, transcripts, and QA scorecards to assess performance
- Provide constructive feedback and coaching to agents
- Identify training gaps, trends, and recurring performance issues
- Support onboarding, refresher training, and role‑play coaching
- Assist with QA reporting and performance summaries for management
- Contribute to improvements in QA processes and training material
- Support investigations relating to call quality or agent conduct
Requirements
- Minimum 3 years’ experience in a call centre QA, coaching, senior agent, or team leader role
- Strong listening skills and excellent attention to detail
- Ability to assess co...
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