Customer Experience (CX) Associate

Merchants; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in customer service is looking for a Trainer & Quality Coach to enhance team performance in Johannesburg. In this role, you will deliver impactful training and coaching, evaluate service quality, and maintain high standards to ensure exceptional customer service delivery. Ideal candidates will have strong planning skills and a background in contact center operations.

Qualifications

• Minimum 1 year of experience in a contact centre required.
• Flexible to work during Canadian business hours.

Responsibilities

• Deliver engaging induction, product, and systems training.
• Evaluate live/recorded calls to identify improvement areas.
• Provide impactful 1:1 coaching sessions.

Skills

Planning

Attention to detail

Customer orientation

Education

Matric (or NQF equivalent)

Job description

Are you passionate about developing talent and delivering customer service excellence? We’re seeking a Trainer & Quality Coach to support high-performance teams.

Your Mission

You'll be responsible for training new hires, coaching agents, and evaluating customer interactions to ensure consistent quality and outstanding service delivery.

What You’ll Do

• Deliver engaging induction, product, and systems training
• Evaluate live/recorded calls to identify improvement areas
• Provide impactful 1:1 coaching sessions
• Support OJT and floor-walking for new hires
• Maintain accurate training and coaching records
• Participate in calibration sessions and feedback loops

Minimum Requirements

• Matric (or NQF equivalent)
• At least 1 year of experience in a contact centre
• Strong planning, attention to detail, and customer orientation
• Flexible to work Canadian business hours