Call Center Quality Controller

7 days ago

Cape Town, South Africa Nestify Full time

The Position

If you have never had to call clients please do not apply.

The Quality Controller (Hybrid - Cape Town) will support the Business team by overseeing quality control processes for all incoming prospective sales leads from SDRs, as well as handling the retention of the existing client base in the UK and Dubai. The role ensures that both sales and onboarding activities meet Nestify’s service standards, while maintaining the accuracy and integrity of data in our CRM system (Pipedrive). Reporting directly to the Head of Sales, the Quality Controller plays a vital role in enhancing customer satisfaction and driving operational excellence.

Main Duties & Responsibilities
- CRM Oversight: Ensure all SDR leads are accurately recorded in CRM with the correct status and detailed notes for effective follow-up.
- Lead Qualification: Qualify SDR leads and ensure compliance with quality processes.
- Customer Experience: Proactively follow up with landlords to assess satisfaction with the sales and onboarding process, providing feedback and recommendations to the Head of Sales.
- Customer Support: Manage landlord queries and complaints promptly, ensuring accurate record-keeping and timely responses.

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Qualifications & Work Experience
- Bachelor’s degree in a business-related field (preferred).
- Excellent command of English (C1 or C2 level).
- 2-3 years of experience in a quality control role, ideally within a sales or call centre environment.
- Must have own laptop and strong internet connectivity.

Working Days / Hours
- Monday to Friday
- 09:00 to 18:00 (CEST)
- Hybrid arrangement: 2 days in office, 3 days remote (Cape Town)

Remuneration
- Full-time permanent freelance contract
- Competitive salary package
- Hybrid work model within a motivated global team
- Generous annual leave
- Company culture that values loyalty, performance, and work-life balance
- Career growth opportunities and skills development

Application Question(s):

- MUST have a working Laptop and Good Internet Connection

**Experience**:

- Call Center Quality Control: 2 years (required)

**Language**:

- Unaccented English (required)

**Location**:

- Cape Town, Western Cape (required)

Work Location: In person

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