Job Description
Call Centre Quality & Training Coordinator to join a Durban-based client within a legal collections environment. The role sits within a fast-paced call centre and is ideal for someone with call centre QA, coaching, or supervisory experience who enjoys improving performance through structured feedback, practical coaching, and continuous development.
Key Responsibilities
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 manag...