Quality Verification Agent

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

Job summary

A leading customer engagement firm in Randburg is seeking a detail-oriented Quality Verification Agent to ensure compliance and service excellence in customer engagement. You will review call recordings, validate adherence to policies, and provide insightful feedback to enhance overall quality. Ideal candidates will have call centre experience, familiarity with quality assurance frameworks, and the ability to thrive in a dynamic environment. This role offers competitive benefits including medical aid and provident funds.

Benefits

Medical aid

Provident

Qualifications

• 2 years call centre experience.
• 1 year in call centre quality assurance or compliance validation role preferred.
• Familiarity with QA frameworks and compliance auditing.

Responsibilities

• Review call recordings for compliance with standards.
• Provide constructive feedback to agents.
• Compile performance reports for management.

Skills

Attention to detail

Interpersonal skills

Analytical skills

Education

Matric / Grade 12

Tertiary qualification

Tools

iEvolve

CDS

TCRM

Willow

Aspect

Job description

Position Summary

Tracker is seeking a detail-oriented and proactive Quality Verification Agent to join our Customer Engagement team at Head Office in Johannesburg. This role is responsible for validating customer engagement calls (“Sales Through Service”) to ensure compliance with regulatory, contractual, and service excellence standards. You will also identify opportunities for process optimization and continuous improvement within the engagement centre.

Job Description

• Reviewing call recordings, focusing on validating the Sales Through Service interactions.
• Ensure all calls meet company policies, regulatory requirements (e.g., POPIA, FAIS), and service-level agreements.
• Verify accuracy of captured data, customer consent, and adherence to approved scripts, authority delegations and SOPs.
• Identify and document non-compliant behaviours for corrective action.
• Analyse trends and root causes of non-compliance to uncover coaching opportunities.
• Maintain detailed audit records and performance metrics for reporting and analysis.
• Maintain a structured call evaluation framework aligned with quality metrics.
• Score agent interactions objectively using defined evaluation criteria (compliance, professionalism, accuracy, empathy, and resolution).
• Provide constructive feedback and actionable improvement recommendations to Supervisors and Consultants.
• Collaborate with Skills Coaches, Supervisors, Manager and Operations team to address quality gaps and to maintain consistency and fairness in validations.
• Identify recurring issues, process bottlenecks, or systemic compliance risks.
• Recommend updates to scripts, procedures, or quality monitoring tools based on audit findings.
• Drive continuous improvement initiatives to boost agent performance and Sales Through Service outcomes.
• Collaborate with Operations, Compliance, and Skills Coaches to align practices with business objectives.
• Compile and present weekly and monthly performance reports to Management.
• Provide insights that enhance customer experience and operational efficiency.
• Develop and promote best practices for call handling that balance customer satisfaction with revenue growth.
• Achieve targets as outlined in the Key Performance Agreement.
• Record and maintain statistics accurately as per guidelines.
• Communicate trends and performance outcomes effectively to stakeholders.
• Able to support the broader team by assisting with electronic communication within the Customer Engagement Division in line with SLAs and standards.
• Handle incoming calls and resolve client queries according to SOPs and company standards.
• Maintain departmental abandonment rates and service levels in line with company benchmarks.
• Capture and update client information accurately during interactions.
• Follow up on outstanding client queries promptly.
• Assist with additional tasks as assigned to ensure exceptional service delivery within the division.

Minimum Requirements

• Matric / Grade 12.
• 2 years call centre experience
• 1 years’ experience in a call centre quality assurance or compliance validation role. (Advantageous)
• Experience in retention, sales, or customer experience environments preferred.
• Familiarity with QA frameworks, compliance auditing, and call monitoring systems.
• Tertiary qualification will be an advantage.
• Knowledge of Tracker products and systems (iEvolve, CDS, TCRM, Willow, Aspect) will be an advantage
• The incumbent should have excellent interpersonal skills and the ability to pay attention to details.
• The ability to cope with a constant changing and pressurised environment.

Benefits

Medical aid & Provident