Call Quality & Compliance Auditor

Tracker Connect; Randburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading customer engagement firm in Randburg is seeking a detail-oriented Quality Verification Agent to ensure compliance and service excellence in customer engagement. You will review call recordings, validate adherence to policies, and provide insightful feedback to enhance overall quality. Ideal candidates will have call centre experience, familiarity with quality assurance frameworks, and the ability to thrive in a dynamic environment. This role offers competitive benefits including medical aid and provident funds.

Benefits

Medical aid

Provident

Qualifications

• 2 years call centre experience.
• 1 year in call centre quality assurance or compliance validation role preferred.
• Familiarity with QA frameworks and compliance auditing.

Responsibilities

• Review call recordings for compliance with standards.
• Provide constructive feedback to agents.
• Compile performance reports for management.

Skills

Attention to detail

Interpersonal skills

Analytical skills

Education

Matric / Grade 12

Tertiary qualification

Tools

iEvolve

CDS

TCRM

Willow

Aspect

Job description

A leading customer engagement firm in Randburg is seeking a detail-oriented Quality Verification Agent to ensure compliance and service excellence in customer engagement. You will review call recordings, validate adherence to policies, and provide insightful feedback to enhance overall quality. Ideal candidates will have call centre experience, familiarity with quality assurance frameworks, and the ability to thrive in a dynamic environment. This role offers competitive benefits including medical aid and provident funds.