Quality Assurance Coach: Elevate Call Quality & Coaching

Hollywoodbets; South Africa; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Hollywoodbets is seeking a Quality Assurance Coach based in Umhlanga, Kwa-Zulu Natal. The role monitors call quality, compiles performance reports, and identifies development areas while delivering coaching sessions and supporting new hires.

You will collaborate with training teams and address customer complaints through root cause analysis, implementing corrective actions and handling additional duties as required. Minimum 1 year in customer service with coaching and QA experience is essential.

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 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.

Skills

Customer service

Coaching

Quality assurance

Job description

Hollywoodbets is seeking a Quality Assurance Coach based in Umhlanga, Kwa-Zulu Natal. The role monitors call quality, compiles performance reports, and identifies development areas while delivering coaching sessions and supporting new hires.

You will collaborate with training teams and address customer complaints through root cause analysis, implementing corrective actions and handling additional duties as required. Minimum 1 year in customer service with coaching and QA experience is essential.