Quality Assessor

SUMMARY:
Quality Assessor & Coach (Contact Centre)

POSITION INFO:
Introduction Our client, a rapidly growing financial services organisation, is seeking an experienced Quality Assessor & Coach to join their Learning and Development team based in Umhlanga, Durban. This role is ideal for a quality-focused professional who is passionate about customer experience, performance improvement, coaching, and developing high-performing contact centre teams. You will play a key role in evaluating customer interactions, identifying performance trends, and providing structured coaching to drive service excellence and operational effectiveness. Quality Monitoring & Evaluation: • Monitor and evaluate inbound and outbound calls, emails, chats, and other customer interactions against defined quality standards. • Score interactions using approved quality assurance (QA) frameworks and scorecards. • Ensure compliance with regulatory requirements, company policies, and customer service standards. • Identify trends, root causes, and areas for improvement in agent performance. Coaching & Development: • Deliver structured, data-driven coaching sessions to agents based on QA findings. • Develop personalized coaching plans to improve individual and team performance. • Provide real-time feedback and guidance to support continuous improvement. • Partner with Manager to support agent development and performance management. Quality Framework & Scorecard Design: • Design and maintain QA frameworks, scorecards, and evaluation criteria • Align scorecards with customer experience, compliance, and business goals • Continuously refine frameworks based on trends and stakeholder feedback • Collaborating with Operations, Training, and Compliance for consistency Reporting & Analysis: • Compile and analyze QA data to identify trends, gaps, and opportunities. • Prepare regular quality reports and dashboards for stakeholders. • Provide actionable insights to improve processes, customer satisfaction, and operational efficiency. Calibration & Stakeholder Engagement: • Deliver calibration sessions to with team. • Collaborate with Training, Operations, and Compliance teams to improve quality standards. • Support the rollout of new processes, products, and updates through QA insights. Process Improvement: • Recommend improvements to scripts, processes, and customer journeys. • Identify recurring issues impacting customer experience and propose solutions. • Contribute to continuous improvement initiatives and quality programs Minimum Requirements: Grade 12 \/ Matric. Minimum 4 years'' experience in a Quality Assurance role within a contact centre environment. Previous experience coaching and developing agents. Strong understanding of quality assurance methodologies and call centre operations. Excellent analytical, reporting, and problem-solving skills. Advanced communication and stakeholder engagement abilities. Strong command of English & Zulu (Sotho and Tswana would be advantageous) Proficient in Microsoft Excel and quality reporting tools. Ability to provide constructive feedback and influence performance improvement. Preferred Requirements: Quality Assurance qualification or certification. Coaching, facilitation, or training certification. Previous experience in a senior QA or Quality Manager capacity.