Quality Verification Agent

1 week ago

Randburg, Gauteng, South Africa Tracker Connect Full time

Position Summary
Industry:
IT & Internet

Job category:
IT and Telecommunications

Location:
Randburg

Contract:
Permanent

Remuneration:
Market Related

EE position:
Yes

Introduction
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.

Job Description

  • 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 audit records and performance metrics for reporting and analysis.
  • Maintain a structured call evaluation framework aligned with quality metrics.
  • Score agent interactions objectively using defined evaluation criteria (compliance, professionalism, accuracy, empathy, and resolution).
  • Provide constructive feedback and improvement recommendations to team leaders and consultants.
  • Collaborate with Skills coaches, Supervisors, manager and operations teams to address quality gaps.
  • Identify recurring issues, process bottlenecks, or systemic compliance risks.
  • Participate in QA calibration sessions to ensure consistency and fairness in scoring.
  • Recommend updates to scripts, procedures, or quality monitoring tools based on audit findings.
  • Support the implementation of continuous improvement initiatives aimed at enhancing agent performance and retention outcomes.
  • Prepare weekly and monthly QA performance reports for management.
  • Highlight trends, root causes of non-compliance, and opportunities for agent coaching.
  • Provide actionable insights to improve customer experience, retention rates, and overall call quality.
  • Work closely with Operations, Compliance, and Training/Skills coaches to align QA practices with business goals.
  • Communicate quality trends and performance outcomes effectively to stakeholders.
  • Support the development of best practices for call handling and customer retention.

Minimum Requirements

  • Matric / Grade 12.
  • 2 years call centre experience
  • 1 years' experience in a call centre quality assurance or compliance validation role. (Advantageous)
  • Experience in retention, sales, or customer experience environments preferred.
  • Familiarity with QA frameworks, compliance auditing, and call monitoring systems.
  • Tertiary qualification will be an advantage.
  • Knowledge of Tracker products and systems (iEvolve, CDS, TCRM, Willow, Aspect) will be an advantage
  • The incumbent should have excellent interpersonal skills and the ability to pay attention to details.
  • The ability to cope with a constant changing and pressurised environment.
  • The ability to work in an environment where multi-skilling is required.

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