Quality Assessor

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 coachin
  
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