Quality Assessor Coach Job at Recruit4Success in Umhlanga – Permanent Contact Centre Career Opportunity

Recruit4Success (Pty) Ltd has announced an exciting Quality Assessor & Coach opportunity for experienced contact centre professionals looking to advance their careers in customer experience, quality assurance, and employee development. Quality Assessor Coach Job

The permanent position is based in Umhlanga, Durban, and offers candidates the opportunity to join the Learning and Development team of a rapidly expanding financial services organisation. The successful applicant will play a vital role in improving service quality, coaching contact centre agents, analysing performance trends, and helping the organisation achieve operational excellence.

This opportunity is ideal for professionals with several years of quality assurance experience who enjoy mentoring others and improving customer service standards.

Quality Assessor Coach Job Overview

Quality Assessor Coach Job Responsibilities

The successful candidate will oversee quality assurance processes while supporting agent development through structured coaching and performance improvement initiatives.

Key responsibilities include:

• Monitoring inbound and outbound customer interactions.
• Evaluating calls, emails, chats, and digital customer engagements.
• Assessing performance using approved quality assurance scorecards.
• Ensuring compliance with company procedures and industry regulations.
• Identifying trends affecting customer satisfaction.
• Conducting one-on-one coaching sessions with contact centre agents.
• Developing personalised coaching plans.
• Providing constructive feedback to improve service delivery.
• Supporting managers with employee performance development.
• Designing and maintaining quality assurance frameworks.
• Reviewing and improving evaluation scorecards.
• Analysing quality assurance reports and operational data.
• Preparing dashboards and management reports.
• Participating in calibration sessions.
• Working closely with Operations, Compliance, and Training departments.
• Recommending improvements to customer service processes.
• Supporting continuous improvement initiatives across the business.

Quality Assessor Coach Job Minimum Requirements

Applicants should meet the following requirements:

• Grade 12 (Matric).
• Minimum four years of experience in a Quality Assurance role within a contact centre.
• Previous coaching and mentoring experience.
• Strong understanding of quality assurance methodologies.
• Knowledge of contact centre operations.
• Excellent communication skills.
• Strong analytical and reporting abilities.
• Advanced Microsoft Excel skills.
• Ability to influence employee performance positively.
• Excellent command of English and Zulu.
• Knowledge of Sotho or Tswana will be advantageous.

Preferred Qualifications for the Quality Assessor Coach Job

Recruit4Success also prefers candidates who possess:

• Quality Assurance certification.
• Coaching or Facilitation certification.
• Training qualification.
• Previous experience as a Senior Quality Assessor or Quality Manager.

These additional qualifications may strengthen your application.

Skills Needed for the Quality Assessor Coach Job

The employer is looking for candidates who demonstrate:

• Strong leadership skills
• Coaching ability
• Customer-focused mindset
• High attention to detail
• Excellent communication
• Problem-solving ability
• Time management
• Team collaboration
• Adaptability
• Professionalism
• Continuous improvement mindset

Candidates who can motivate teams while maintaining high quality standards are likely to stand out.

Why This Quality Assessor Coach Job Is a Good Career Opportunity

Quality Assurance professionals remain highly sought after within South Africa’s growing financial services and customer service sectors.

This permanent opportunity allows professionals to:

• Build leadership experience.
• Work within a professional Learning and Development environment.
• Improve coaching and mentoring expertise.
• Strengthen quality management skills.
• Contribute directly to customer satisfaction.
• Gain exposure to operational strategy.
• Enhance long-term career growth within financial services.

Because organisations continue investing in customer experience, experienced Quality Assessors remain valuable across banking, insurance, telecommunications, retail, and business process outsourcing industries.

How to Apply for the Quality Assessor Coach Job

Interested applicants should submit their application through the official Recruit4Success recruitment platform where the vacancy is currently advertised.

Before submitting your application, ensure all information is complete and accurate.

Before applying, make sure you:

• Update your CV.
• Ensure your contact details are correct.
• Upload clear certified documents if requested.
• Double-check your academic information.
• Apply well before the closing date.
• Keep copies of your application confirmation.

Submitting an incomplete application may reduce your chances of being shortlisted.

TRAINTOWORK Advice for the Quality Assessor Coach Job

If you qualify for this opportunity, do not wait until the final day to apply. Recruitment systems often experience heavy traffic close to the closing date, and last-minute technical problems could prevent your application from being submitted successfully.

Before applying, make sure your CV is updated, your academic records are ready, and your proof of residence is available. Even if you are still developing your career in quality assurance, this position offers valuable experience that can strengthen your long-term employment prospects.

Also continue applying for similar Quality Assurance, Contact Centre, Learning and Development, and Customer Experience opportunities instead of relying on a single application.

About Recruit4Success

Recruit4Success (Pty) Ltd is a South African recruitment company that partners with organisations to identify skilled professionals across various industries. This vacancy is being recruited on behalf of a rapidly growing financial services organisation focused on delivering exceptional customer experiences through quality-driven operations.

Frequently Asked Questions (FAQ)

What is the position being advertised?

Recruit4Success is recruiting for a Quality Assessor & Coach based in Umhlanga, Durban.

Is this a permanent job?

Yes. The position is offered on a permanent basis.

Where is the job located?

The role is based in Umhlanga, Durban, KwaZulu-Natal.

What qualification is required?

Applicants need at least a Grade 12 (Matric) certificate.

How much experience is required?

A minimum of four years’ Quality Assurance experience in a contact centre environment is required.

Which languages are preferred?

Applicants should be fluent in English and Zulu. Knowledge of Sotho or Tswana is advantageous.

Is coaching experience required?

Yes. Candidates should have previous experience coaching and developing contact centre agents.

What salary is offered?

The employer offers a market-related remuneration package.

What software skills are needed?

Applicants should be proficient in Microsoft Excel and quality reporting tools.

Who should apply?

Experienced Quality Assurance professionals who enjoy coaching, mentoring, customer service improvement, and operational excellence are encouraged to apply.