Quality Assessor

Huntswood; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading quality assurance company in Durban seeks a Quality Assessor. The role involves maintaining quality standards, assessing support interactions, and providing constructive feedback to agents. Ideal candidates will have experience in call monitoring, excellent interpersonal skills, and a commitment to exceeding customer expectations. This position offers opportunities for growth and improvement within a dynamic team environment.

Qualifications

• Experience in call monitoring within international collections essential.
• Excellent communication skills at all levels.
• Ability to work as part of a team or independently.

Responsibilities

• Maintain and develop internal/client quality standards.
• Assess support interactions based on quality standards.
• Provide constructive feedback to agents.

Skills

Call monitoring experience

Excellent interpersonal skills

Analytical skills

Computer literacy

Attention to detail

Education

Matric / NQF Level 4

Job description

Job title:

Quality Assessor

Job Location:

KwaZulu-Natal, Durban

Deadline:

December 03, 2025

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Quality Assessor

You will have a positive and enthusiastic approach to Quality Assurance, providing direct feedback to all service agents, ensuring the customer experience exceeds all expectations whilst ensuring regulatory compliance. You will be responsible for monitoring and actively influencing quality performance, making sure that the quality requirements in place are fulfilled, and that goals are consistently achieved. You will also analyse advisors’ quality results and performance to optimise processes and support their development, in partnership with your manager. You will also be responsible for providing objective and constructive feedback to agents and team managers.

Job description

• Maintain and develop internal / client quality standards.
• Assess support interactions (calls, email, chat messages) based on established quality standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Create / maintain / deliver reports that reflect agent performance.
• Identify and provide insight / trend analysis into the operation via call dips, buzz sessions.
• Support operation with upskill sessions as and when required.
• Attendance in new hire training sessions to provide insight into quality requirements.
• Flexible and creative approach constantly looks for improvements.
• Work with the Management Team to ensure quality performance trends and continuous improvement actions are properly communicated.
• Publish weekly quality reports identifying overall quality performance and activities for the week including review of accomplishments, performance levels, areas for improvement, and recommends action plans.
• Manages time effectively and meet agreed deadlines.

Essential skills

• Matric / NQF Level 4.
• Experience of call monitoring, either as an agent or assessor -within international collections environment is essential
• Excellent interpersonal skills, able to communicate effectively at all levels.
• Excellent analytical / problem solving, communication and administration skills.
• Brings insight and expertise to meet / exceed client quality expectations.
• Consistently strives to exceed customer expectations in the area of quality performance objectives.
• Computer literacy including working knowledge of word processing, database software applications and Internet.
• Acts decisively, manages time effectively.
• Flair for detail; organised and accurate.
• Ability to work as part of a team or on own initiative
• A professional manner with a positive attitude.
• A committed team player with a flexible approach who is able to work in a fast paced environment

Desirable skills

• A proven track record in delivering against set objectives in sales, performance, quality and regulatory requirements within a contact centre environment is essential
• Ability to demonstrate a high degree of customer service awareness
• Experienced coach and developer of Inbound Sales and Service agents leading from the front in demonstrating what good looks like
• Ability to train and develop staff
• Production / Manufacturing jobs