Call Centre Quality & Training Coordinator

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Permanent

DBN

Admin / Office / Call Center / Support

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, ref...