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 communication, tone, empathy, and call control Confident in providing constructive feedback Good computer literacy (MS Excel and reporting tools) Comfortable working with new systems and technology-driven tools Professional, fair, and development-focused approach Experience with QA scorecards or call monitoring tools Exposure to AI tools Training experience Knowledge of debit order, DebiCheck or payment arrangements How to apply: