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Umhlanga Rocks: Call Centre – QA Process Manager

Job Description

Our client is a well-established and respected provider within the South African Financial Services sector, specialising in Employee Benefits, Retirement Funds, and Investments. They are committed to delivering exceptional client service and maintaining the highest standards of regulatory compliance. The Quality Assurance Process Manager will be responsible for overseeing quality monitoring, customer experience, complaints resolution, and training governance across the call centre. This permanent, full-time role based in Durban focuses on standardising processes and uplifting service standards across all member and client interactions. Key Responsibilities Develop, maintain, and execute QA frameworks and scorecards across telephone, email, and written channels while ensuring alignment with Treating Customers Fairly (TCF) principles. Analyse satisfaction data to identify root causes of service gaps and champion a culture of accountability. Oversee the end-to-end complaints process, act as a point of escalation for complex queries, and maintain accurate regulatory registers. Identify knowledge gaps and facilitate refresher training, coaching, and calibration sessions for team leaders and agents. Review, document, and standardise call centre workflows to enhance efficiency and alignment with broader business operations. Track and report on key metrics (such as CSAT, FCR, and turnaround times) and present performance trends to senior management. Requirements Matric is essential; a relevant tertiary qualifications/ certification is high advantageous. (COB/RE5/FAIS) Minimum of 5 years of experience in a Team Leader, Senior Team Leader, or Quality Assurance Manager role within a call center environment. Experience within financial services, employee benefits, retirement funds, or investments is highly advantageous. Advanced proficiency in MS Excel (including pivot tables, formulas, and dashboards) alongside sound knowledge of MS Office. Attributes Strong leadership, coaching, and people management capabilities. Analytical mindset with exceptional problem-solving abilities and attention to detail. Process-orientated with the resilience to manage pressure and tight deadlines. Remuneration The salary on offer is R25,000 R30,000 per month (Cost to Company) Please note: Only shortlisted candidates will be contacted.

How to Apply

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About Accounting / Finance Jobs in eThekwini

The accounting and finance industry is a vital component of eThekwini’s economy, providing essential services to businesses, governments, and individuals. Generally, job seekers in this field can expect a stable and secure career with opportunities for growth and development. Typically, roles in accounting and finance are found across various industries, including financial services sector, technology industry, manufacturing sector, and public sector.

Salaries for accounting and finance professionals in eThekwini vary widely depending on factors such as experience, company size, and industry sector. Common salary ranges for entry-level positions typically start between R200 000 to R300 000 per annum, while senior roles can range from R500 000 to R800 000 or more. However, these figures are general estimates and actual salaries may vary significantly. It is essential to research the specific job market and industry trends to determine realistic salary expectations.

Common skills required for accounting and finance roles in eThekwini include proficiency in financial software, such as SAP or Oracle; strong analytical and problem-solving skills; excellent communication and interpersonal skills; experience with budgeting, forecasting, and financial analysis tools; a solid understanding of tax laws and regulations; and a degree in accounting or finance. Additionally, many employers require candidates to hold relevant professional certifications, such as the Chartered Accountant (SA) designation.

Accounting and finance professionals can be found across various industries, including financial services sector, technology industry, manufacturing sector, and public sector. The financial services sector is often a major employer of accounting and finance professionals in eThekwini, while the technology industry also provides many opportunities for growth and development. Other industries, such as manufacturing and construction, also require skilled accounting and finance professionals to manage their finances effectively.

Career development opportunities are abundant in the accounting and finance field, with many employers offering training and development programs to help employees advance in their careers. Typically, experienced accountants can move into senior roles or take on leadership positions within their companies. With experience and additional certifications, accountants can transition into management roles, such as financial controller or accountant manager, or pursue career paths in finance consulting or public practice.


This information provides general career guidance. Actual salaries and requirements vary by employer.



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Posted in Jobs in eThekwini, Jobs in KZN North Coast, Jobs in Umhlanga Rocks

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