The Quality Verification Agent is responsible for validating and auditing call centre agent interactions — particularly customer retention calls (retains) — to ensure adherence to compliance standards, internal policies, and customer experience benchmarks. The role ensures that all customer engagements meet regulatory, contractual, and service excellence standards while identifying opportunities for process optimization and continuous improvement within the call centre.

• Validate and assess call recordings, focusing on retention and cancellation save attempts.
• Ensure all calls comply with company policies, regulatory frameworks (e.g., POPIA, FAIS, or industry-specific legislation), and service-level agreements.
• Verify accuracy of captured data, customer consent, and adherence to approved scripts/Delegation of authority and SOPs.
• Flag and document non-compliant behaviours or deviations for corrective action.
• Maintain detailed au...