Quality Audit Coach

2 days ago

Johannesburg Metropolitan Area, South Africa Trending Talent Solutions Full time R250 000 - R450 000 per year

Role Purpose:

We are looking for individuals to support the achievement of the business objectives through managing the outcomes of the Quality Audit (QA), in order to ensure the ongoing delivery of outstanding Customer Care outcomes for our clients. The QA coach plays a key role in identifying quality trends and providing recommendations to the Governance, Risk, and Compliance team on process enhancements.

NB: This is a Night Shift role

Required Qualifications:

  • Grade 12/Matric - Must have
  • A relevant HRD or Education Training and Development Practitioner qualification is advantageous

Required Experience:

  • 3 years of work experience in a Customer Service Environment
  • 1-2 years experience as a Quality and Compliance Coach
  • Tenure within business (6 months or more)
  • Experience (with the flexibility) in working international shifts in South Africa

Required Skills/Knowledge:

  • Proficiency in MS Office and Excel

Own vehicle is preferred due to international hours and seven-day operation

Key Responsibilties:

  • Monitoring and improving all aspects pertaining to Compliance and Quality across the organisation i.e., processes, systems, training, and information.
  • Managing the quality control of 30 to 50 Call Centre agents per month by following quality control audits.
  • Conducting searches on Citric to match accounts to Call Centre agents being audited.
  • Auditing accounts by listening, evaluating, and assessing calls againts information captured on system, as per the quality control sheet.
  • Conducting a minimum of 2 quality and compliance call audits per Call Centre agent ona weekly basis and provide feedback accordingly.
  • Documenting quality and compliance findings and drawing up a plan to give feedback and coaching to the Call Centre agents.
  • Drawing up an action plan utilising the quality templates available on the shared drive.

Required Behavioural Competencies:

  • Presenting and communicating information effectively.
  • Working well with people.
  • Ahdering to company values.
  • Coping with pressure and setbacks.
  • Delivering results and meeting customer expectations.
  • Adapting and responding to change.
  • Excellent attendance in th elast 3 months.

Technical comptencies required:

  • Proven ability to compile and manage data - attention to detail, data integrity management, and confidentialty.
  • Report writing using various MS Office application (i.,e MS Excel, MS Word. and MS Powerpoint).
  • Quality and Coaching
  • Voice of the Customer (e.g., NPS, CSAT, CET etc.)
  • Efficiency (e.,g First Reply, Full Resolution, Comment etc)

Other Essential Requirements

  • Must be ITC clear
  • Must not have a criminal record

Published Date: 01 December 2025

Closing Date: 31 December 2025

  • Audit Manager

    2 weeks ago

    Johannesburg Metropolitan Area, South Africa Forvis Mazars in South Africa Full time R900 000 - R1 200 000 per year

    About the jobAn opportunity has become available for an Audit Manager to join Forvis Mazars in South Africa. The purpose of the role will be to perform audit related duties, manage the audit team, provide direction, supervision and review for each audit assignment.Your why?The successful candidate will be responsible to ensure overall audit quality standards...

  • Audit Manager

    1 week ago

    Johannesburg Metropolitan Area, South Africa Acumen Group Full time R900 000 - R1 200 000 per year

    We're Hiring: Audit Manager | Boutique Audit Firm – JohannesburgAre you a newly qualified CA(SA) or have up to 2 years post-qualification experience? Looking to accelerate your career in a dynamic, high-touch audit environment?Our boutique audit firm in Johannesburg is seeking adriven and detail-oriented Audit Managerto join our growing team. We offer a...

  • Audit Quality Manager

    4 days ago

    Johannesburg, Gauteng, South Africa Hire Resolve Full time R600 000 - R1 200 000 per year

    Hire Resolves Client, a reputable Audit firm is looking for an Audit Quality Manager to join their team in Johannesburg.  The purpose of the role is to establish, facilitate implementation, maintain and where necessary improve quality management for all key audit processes at firm level as well as individual audits. The Quality Manager will ensure...

  • Internal Audit Executive

    1 week ago

    Johannesburg Metropolitan Area, South Africa wePlace Full time R900 000 - R1 200 000 per year

    Our client, a leader in the Retail, Manufacturing and Industrial sectors, is looking for anInternal Audit Executiveto join their team.Purpose of the jobProvides strategic direction, manage and execute the Internal Audit activity, coordinate specific processes to support the implementation and execution of the Internal Audit Plan, conducting, compiling and...

  • Audit & Accounts Senior

    4 days ago

    Johannesburg Metropolitan Area, South Africa Formerly Streets Whittles - now Streets Full time R600 000 - R900 000 per year

    StartJobsEmployee Log in Candidate Log in to Connect Homepage MailAuditSouth AfricaFully RemoteAudit & Accounts Seniorwe are seeking an Audit & Accounts Senior to join us. This role includes leading audit engagements, supporting accounts preparation, and contributing to corporate tax compliance - Apply nowAudit & Accounts Senior (Remote – South Africa...

  • Tecnical and quality controller

    1 week ago

    Johannesburg Metropolitan Area, South Africa MIEKMARIE PROMOTIONS Full time R80 000 - R120 000 per year

    Company DescriptionMIEKMARIE PROMOTIONS is a dynamic organization located in Potchefstriom, North West, South Africa. The company operates from its headquarters at 44 Buskus str, providing dependable services across various sectors. With a commitment to quality and client satisfaction, MIEKMARIE PROMOTIONS focuses on delivering excellence in every endeavor....

  • Quality Assurance Specialist

    6 days ago

    Johannesburg Metropolitan Area, South Africa Alexforbes Full time R250 000 - R400 000 per year

    The purpose of the Quality Assurance (QA) Specialist is to enhance the overall customer experience by monitoring and assessing a variety of customer interactions—across voice calls, emails, face-to-face engagements, and other channels. Through detailed analysis and storytelling via structured reporting, the QA Specialist provides insights into the...

  • Audit Senior

    5 hours ago

    Johannesburg, South Africa Mazars Careers Full time

    **Duties and Responsibilities**: - Provides coaching to trainee protégés and ensures that their morale and development needs are responded to in a timeous manner - Attending training, CSI and social events - Attending manager and audit committee meetings - Preparing detailed zero-based budgets for audit engagements and planning audit teams on GreatSoft...

  • Head: Accreditation and Quality Assurance

    2 days ago

    Johannesburg Metropolitan Area, South Africa Resourgenix (Pty) Ltd Full time R1 200 000 - R1 600 000 per year

    We are looking for South Africa's strongest academic planning and quality assurance leaderIf you have spent years shaping the academic backbone of a public higher education institution, then this will speak your language.I am looking for a seasoned academic professional who has lived and breathed institutional and programme accreditation, academic planning,...

  • Quality Assurance Assessor/ Coach

    5 days ago

    Johannesburg, South Africa Tracker South Africa Full time

    Tracker requires the services of a Quality Assurance Assessor/Coach in the Sales Contact Centre. This is a permanent position based at their Head Office in Johannesburg. The successful candidate will be responsible for evaluating adherence to company policies/procedures and statutory requirements in line with Trackers customer service; sales and Compliance...