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