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...