QA Coach for CX Excellence — Call Center Impact

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

Job summary

A leading technology service provider in Randburg is seeking a Quality Assurance Coach to ensure adherence to quality standards within the Call Centre. The role requires monitoring performance, delivering coaching, and identifying areas for improvement to enhance customer service quality. Ideal candidates should have at least 2 years of call centre experience and strong coaching skills. Benefits include Medical Aid and Provident Fund.

Benefits

Medical Aid

Provident Fund

Qualifications

• Minimum of 2 years Customer Service Call Centre experience.
• 1 year’s Quality Assurance Coach experience in a contact centre.

Responsibilities

• Document and evaluate voice and written assessments.
• Deliver coaching interventions according to agreed standards.
• Support business leaders in ensuring compliance with all SOPs.

Skills

Excellent telephone etiquette

Coaching and Training Skills

Proficient in Microsoft Office

Strong leadership skills

Emotional intelligence

Ability to motivate and influence the team

Education

Matric

Job description

A leading technology service provider in Randburg is seeking a Quality Assurance Coach to ensure adherence to quality standards within the Call Centre. The role requires monitoring performance, delivering coaching, and identifying areas for improvement to enhance customer service quality. Ideal candidates should have at least 2 years of call centre experience and strong coaching skills. Benefits include Medical Aid and Provident Fund.