Quality Assurance Agent (QA)

The Quality Assurance (QA) Agent evaluates agent calls to ensure compliance with financial regulations, accurate debt negotiation, and high customer service standards. The QA Agent will deliver constructive feedback to the Team Leader/Supervisor, track performance trends, and collaborate with management to refine training and development efforts.

Key Responsibilities:

• Call Monitoring: Evaluate a set number of recorded or live collection calls per agent every month using a standardized QA scorecard.
• Compliance Checks: Ensure agents follow statutory debt collection rules, such as verifying debtor identity, communicating correct balances, and respecting legal calling times.
• Coaching and Feedback: Deliver constructive, written and verbal feedback to T/L, Manager and agents and host one-on-one coaching sessions to correct mistakes.
• Reporting: Track QA scores, spot trends in agent errors or customer complaints, and share monthly reports with management.
• Calibration Sessions: Join alignment meetings with team leaders and managers to keep scoring fair and consistent across the floor.

· Reporting: Prepare regular reports on QA findings, summarizing key insights, improvement areas, and progress metrics. Present findings to management as required.

· Training Support: Assist in training sessions, workshops, and calibration meetings to ensure agents are well-versed in quality standards and practices.

Job Requirements

• Education: Matric (Grade 12) certificate or equivalent qualification. A finance, business, or auditing diploma is an advantage
• Experience: 2 to 3 years of work experience in contact centre quality assurance, with specific background in a debt collection or financial recovery environment.
• Legal Knowledge: Understanding of local credit and debt rules, such as the National Credit Act (NCA) and Protection of Personal Information Act (POPIA).

· Fluent in English, Afrikaans, Xhosa, Zulu, Tsonga, Venda, , Tsepdi,

• Skills: Excellent listening skills, sharp attention to detail, strong writing ability for feedback, and good computer literacy (MS Office / Excel). Ability to deliver constructive feedback in a positive, motivating manner.

Pay: R9 000,00 - R14 000,00 per month

Education:

• High School (matric) (Required)

Language:

• IsiXhosa (Preferred)
• Zulu (Preferred)
• Tsonga (Preferred)
• Venda (Preferred)
• Sepedi (Preferred)
• Afrikaans (Preferred)

Work Location: In person