Purpose of the Job

The purpose of the National Contact Centre Quality Controller (QC) role is to assess the quality of customer interactions and service delivery across the Contact Centre against predefined customer experience, business, operational, and regulatory compliance standards.

The role is responsible for providing objective quality assessments, identifying performance trends, analysing customer experience data, and delivering actionable insights that support continuous improvement in people, processes, technology, and overall service excellence. The Quality Controller plays a critical role in ensuring compliance, reducing operational risk, and driving consistent customer service standards across the organisation.

High-Level Job Objectives

The incumbent is responsible for:

• Monitoring customer interactions and service quality.
• Assessing customer engagements against approved quality standards.
• Reporting quality findings, trends, risks, and compliance results.
• Planning quality improvement initiatives through analysis and feedback.
• Driving continuous improvement across customer service delivery.

Key Responsibilities

1. Quality Assessment

• Evaluate recorded customer interactions against established customer experience, business process, operational, and regulatory compliance standards.
• Conduct quality assessments using approved evaluation methodologies and scorecards.
• Ensure objective, accurate, and consistent quality evaluations.
• Identify suspected fraud, operational risks, or non-compliance during assessments and escalate appropriately.
• Participate in internal and external quality calibration sessions to ensure scoring consistency and quality assurance standards.
• Participate in quality audits and maintain audit readiness.

2. Quality Analysis

• Analyse quality assessment results to identify performance trends, recurring issues, and improvement opportunities.
• Conduct root cause analysis on service failures and recurring quality concerns.
• Review customer experience data together with quality findings to determine the drivers of customer satisfaction and dissatisfaction.
• Identify operational gaps affecting customer service delivery.
• Monitor quality performance across teams, sites, and operational functions.

3. Coaching and Feedback

• Provide detailed and constructive feedback to Contact Centre Agents based on quality assessments.
• Support Team Leaders and Operational Managers by identifying coaching opportunities.
• Recommend corrective actions and developmental initiatives to improve service quality.
• Assist in reinforcing quality standards and customer service best practices.

4. Reporting and Administration

• Produce accurate quality reports in accordance with business and Quality Assurance requirements.
• Compile regular quality scorecards, trend reports, and performance dashboards.
• Maintain accurate quality records and documentation.
• Ensure reporting deadlines are consistently achieved.
• Prepare management reports highlighting risks, compliance findings, improvement opportunities, and overall quality performance.

5. Continuous Improvement

• Recommend process improvements based on quality findings.
• Assist with the development and refinement of quality monitoring frameworks.
• Support operational initiatives aimed at improving customer experience.
• Identify opportunities to improve business processes, operational efficiency, and customer satisfaction.
• Contribute to the enhancement of quality standards and evaluation methodologies.

Key Performance Areas (KPAs)

• Quality Monitoring and Evaluation
• Customer Experience Assessment
• Compliance Monitoring
• Root Cause Analysis
• Performance Feedback
• Reporting and Data Analysis
• Continuous Improvement
• Quality Assurance Administration
• Risk Identification
• Stakeholder Support

Key Performance Indicators (KPIs)

• Number of quality assessments completed within SLA.
• Assessment accuracy and calibration scores.
• Quality reporting completed within agreed timelines.
• Compliance monitoring effectiveness.
• Root cause analyses completed.
• Actionable quality improvement recommendations implemented.
• Customer service quality improvement trends.
• Reduction in repeat quality failures.
• Audit readiness and compliance standards maintained.
• Stakeholder satisfaction with quality reporting and insights.

Minimum Qualifications

Essential

• Grade 12 (Matric)

Desirable

• Relevant tertiary qualification.
• Engineering qualification or equivalent tertiary studies.
• Qualification in Customer Experience, Quality Assurance, Business Administration, or Telecommunications.

Experience

Essential

• Experience within a Contact Centre environment.
• Experience in Customer Experience Management.
• Experience conducting Quality Assurance assessments.
• Knowledge of Contact Centre Quality Operating Models.
• Experience evaluating multichannel customer interactions.
• Experience analysing customer service performance.
• Experience producing operational reports and quality analysis.

Desirable

• Telecommunications industry experience.
• Experience working with quality management systems.
• Experience in coaching and performance improvement initiatives.

Knowledge

• Contact Centre operations.
• Customer Experience principles.
• Quality Assurance methodologies.
• Regulatory and compliance requirements.
• Root Cause Analysis techniques.
• Customer journey management.
• Performance measurement and reporting.
• Continuous Improvement methodologies.
• Microsoft Office Suite.
• Reporting and data analysis.

Skills

• Strong analytical skills.
• Excellent attention to detail.
• Critical thinking.
• Problem-solving.
• Effective written and verbal communication.
• Report writing.
• Data interpretation.
• Coaching and feedback delivery.
• Time management.
• Organisational skills.
• Decision-making.
• Stakeholder engagement.

Behavioural Competencies

• Integrity
• Professionalism
• Customer Focus
• Accountability
• Attention to Detail
• Collaboration
• Adaptability
• Continuous Learning
• Initiative
• Resilience
• Confidentiality
• Results Orientation

Working Relationships

Internal

• Contact Centre Agents
• Team Leaders
• Operations Managers
• Customer Experience Team
• Compliance Team
• Training Team
• Support Services
• Executive Management
• NOC Engineers
• Maintenance Technicians

External

• Clients
• External Auditors
• Business Partners (where applicable)

Success Measures

Success in this role will be demonstrated through:

• Accurate and consistent quality evaluations.
• Timely delivery of quality reports.
• Improved customer experience metrics.
• Increased compliance with business and regulatory standards.
• Reduction in repeat quality issues.
• Effective identification of operational risks.
• Actionable insights that improve business performance.
• Positive collaboration with operational teams.