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 manag...