Johannesburg: Quality Controller – Debt Collection Call Centre posted by Merchants SA Pty Ltd

Quality Controller Debt Collection Call Centre (International Hours | Full-Time | On-Site) We are seeking a Quality Controller to join our high-performing Debt Collection Call Centre team. The ideal candidate will have strong attention to detail, excellent listening skills, and the ability to coach and guide agents toward delivering consistent, compliant, and high-quality customer interactions. Key Responsibilities: Conduct call assessments for inbound and outbound debt collection calls Ensure agents meet quality, compliance, and regulatory standards Provide constructive feedback and coaching sessions to improve agent performance Identify training needs and knowledge gaps Maintain accurate evaluation records and compile performance reports Collaborate with Team Leaders and Operations to improve processes and service delivery Minimum Requirements: Matric / NQF Level 4 qualification (mandatory) Experience in Debt Collection or Call Centre Quality Assurance Strong communication and coaching skills Excellent listening, observation, and analytical abilities Credit Clear & Criminal Clear (checks will be conducted) Must be able to work International Hours (including late shifts if required)