Quality Control (QC) Agent – Contact Centre

Job title: Quality Control (QC) Agent – Contact Centre
Location: Bellville (Tygervalley), Cape Town – on-site
Job type: Full-time, permanent
Salary: R10,000 per month

About us

Financial Wealth Holdings (FWH Group) is a South African financial services group. Our businesses offer various debt solutions, insurance products and credit repair coaching. We help thousands of South Africans get out of debt, protect their families and improve their credit health. Our new Quality & Customer Intelligence team makes sure every client gets accurate, compliant and respectful service.

The role

As a QC Agent, you’ll listen to and evaluate client interactions across the group, including calls, WhatsApp messages and emails. These cover sales, customer service, debt review, insurance and credit repair. You’ll have a set number of evaluations to complete for each department or division. You’ll also review interactions that our AI tools flag as high-risk. You’ll score each interaction against our quality and compliance standards and escalate problems before they affect clients. Your findings feed directly into agent coaching and training.

What you’ll do

• Complete your target number of evaluations for each department or division you’re assigned to
• Listen to calls and read WhatsApp and email conversations, then score them against set QC scorecards
• Review interactions flagged by our AI tools and confirm or correct what the AI found
• Check that agents follow scripts, disclosures and regulatory requirements (NCA, POPIA, FAIS where applicable)
• Spot and escalate high-risk interactions, such as mis-selling, complaints, cancellation risk or abusive conduct, on the same day
• Write clear, factual feedback for team leaders and agents
• Track recurring problems and help find their root causes
• Join calibration sessions so everyone scores the same way
• Keep accurate records in our QC tracker and systems

What we’re looking for

• Matric (Grade 12) – essential
• At least 2 years of experience in a QC role – essential
• At least 1 year of contact centre experience – advantage
• Compliance experience – advantage
• Debt review, credit repair solutions, insurance or legal admin experience – advantage
• Excellent listening skills and attention to detail
• Strong written English
• Multilingual – advantage
• Confident with computers, Excel/Google Sheets and CRM or dialler systems
• Comfortable using AI tools and learning new systems
• Fair, objective and able to give honest feedback professionally
• Able to keep information confidential

Working hours

Monday to Friday, 08:00 – 17:00, plus one Saturday per month

What we offer

• Full training on our products, compliance requirements and QC tools
• A role in a new, growing team, with room to move into senior QC or analyst positions
• Exposure to AI-driven quality and customer intelligence work
• Modern offices at the Bloemhof Building, Tygervalley

How to apply

Apply via Indeed with your CV. Shortlisted candidates will be contacted for an in-person interview at our Tygervalley offices. If you don’t hear from us within 2 weeks, please consider your application unsuccessful.

Pay: R10 000,00 per month

Ability to commute/relocate:

• Bellville, Western Cape: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Have you evaluated calls, WhatsApp messages or emails against a QC scorecard?
• Do you have experience in debt review, credit repair solutions, insurance or legal admin?
• Which languages can you speak fluently? (English, isiXhosa, isiZulu, Afrikaans, Sesotho, Setswana, Other - please list all that apply)
• Are you able to work on-site in Bellville (Tygervalley), Monday to Friday 08:00 - 17:00, plus one Saturday a month?

Experience:

• Quality control: 2 years (Preferred)

Work Location: In person