Call Centre Quality & Training Coordinator, Umhlanga

Call Centre Quality & Training Coordinator to join a Durban-based client within a legal collections environment. The role sits within a fast-paced call centre and is ideal for someone with call centre QA, coaching, or supervisory experience who enjoys improving performance through structured feedback, practical coaching, and continuous development.


Key Responsibilities

• Monitor and evaluate inbound and outbound calls for quality and compliance
• Assess calls against internal standards including POPIA, communication, tone, negotiation, and payment handling
• Review call recordings, transcripts, and QA scorecards to assess performance
• Provide constructive feedback and coaching to agents
• Identify training gaps, trends, and recurring performance issues
• Support onboarding, refresher training, and role-play coaching
• Assist with QA reporting and performance summaries for management
• Contribute to improvements in QA processes and training material
• Support investigations relating to call quality or agent conduct

Requirements

• Minimum 3 years’ experience in a call centre QA, coaching, senior agent, or team leader role
• Strong listening skills and excellent attention to detail
• Ability to assess communication, tone, empathy, and call control
• Confident in providing constructive feedback
• Good computer literacy (MS Excel and reporting tools)
• Comfortable working with new systems and technology-driven tools
• Professional, fair, and development-focused approach
• Experience with QA scorecards or call monitoring tools 
• Exposure to AI tools 
• Training experience 
• Knowledge of debit order, DebiCheck or payment arrangements

How to apply:

1. Follow the link to our job seekers ’ page -