Quality Assurance Coach

Winning Form; South Africa; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Hollywoodbets is seeking a Quality Assurance Coach based in Umhlanga, KwaZulu-Natal. You will monitor call quality, compile performance reports, deliver coaching sessions, and support new hires across a fast-paced contact centre.

Join our Purple Team to drive QA through root cause analysis, calibration, and corrective actions in collaboration with training and management. On-site role with growth opportunities at a leading African brand.

Qualifications

• 1 Year Customer Service Experience (Essential)
• Coaching (Essential)
• Quality Assurance (Essential)

Responsibilities

• Ad hoc listening to call recordings in line with QA scorecard to ensure ratings are accurate.
• Collate QA reports and statistics for campaigns.
• Highlight areas of development and conduct coaching and calibration sessions with team and managers.
• Work closely with Contact Centre training division to highlight training needs.
• Quality Assurance coaching with new appointments.
• Identify trends and alert management.
• Develop and implement corrective measures for implementation by management.
• Customer complaints resolution - extract and evaluate call recordings based on complaints.
• Any other ad hoc duties as required.

Skills

Customer service

Coaching

Quality Assurance

Job description

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa's biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that's just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and lets reach for the stars.

We have an amazing opportunity foran Quality Assurance Coach to be based in Umhlanga, Kwa-Zulu Natal. Do you think you have what it takes to be our newest Purple Star?

The successful candidate will be responsible for monitoring call quality, compiling performance reports, and identifying development areas. Delivers coaching sessions, supports new hires, collaborates with training teams, and addresses customer complaints through root cause analysis. Implements corrective actions and handles additional duties as required.

With Hollywoodbets You Will:

Innovate and createas part of a like-minded, authentic Team eager to achieve goals.

Embrace challenges and the thrill of working in a vibrant and fast-paced industry.

Grow with our development plans and culture that allows you to further your career.

You Bring:

• A minimum of 1 year's experience in Customer Service
• Coaching experience
• Quality Assurance experience

What You’ll Do For The Brand:

• Ad hoc listening to call recordings in line with QA scorecard to ensure that ratings are accurate.
• Collate QA reports and statistics for the campaigns.
• Highlight areas of development and conduct coaching and calibration sessions with the team and managers.
• Work closely with the Contact Centre training division to highlight any training needs
• Quality Assurance coaching with new appointments.
• Identify trends and effectively alert the respective departmental management team.
• Develop and implement corrective measures for implementation by management.
• Customer complaints resolution - extraction and evaluation of call recordings based on customer complaints. Conduct root cause analysis.
• Any other ad hoc duties that might be required.

Qualifications

• 1 Year Customer Service Experience (Essential)
• Coaching (Essential)

Quality Assurance (Essential)

Job Info

• Job Identification 2293
• Job Category Telecommunications
• Posting Date 09/07/2026, 09:05 AM
• Locations 6, Durban, KwaZulu-Natal, 4320, ZA (On-site)
• Apply Before 09/14/2026, 09:05 AM
• Job Schedule Full time
• Roster Yes