Permanent - Quality Assurance Manager - Johannesburg (Incl. Northern Suburbs) - South Africa

Key Responsibilities:

• Monitor and review inbound and outbound call recordings to assess service quality, accuracy, tone, and adherence to protocol.
• Identify patterns, gaps, and training needs based on call audits and client feedback.
• Develop quality checklists and scoring systems for call evaluations.
• Report findings and trends to the Training & Development team with actionable recommendations.
• Collaborate with call center supervisors to implement quality improvement initiatives.
• Provide feedback and coaching to agents where necessary, in collaboration with team leads.
• Assist in developing scripts, FAQs, and best practice guides based on recurring issues or client needs.
• Maintain documentation of quality reviews and track agent progress over time.

Requirements:

• Experience in a call center quality assurance or training role, preferably in a high-pressure or emergency response environment.
• Strong understanding of customer service principles and escalation protocols.
• Excellent listening, analytical, and communication skills.
• Detail-oriented with the ability to identify service gaps and improvement opportunities.
• Proficient in Microsoft Office Suite; experience with call center monitoring software is an advantage.
• Ability to work independently and maintain confidentiality.