Quality Assessor

Introduction Our client, a rapidly growing financial services organisation, is seeking an experienced Quality Assessor & Coach to join their Learning and Development team based in Umhlanga, Durban. This role is ideal for a quality-focused professional who is passionate about customer experience, performance improvement, coaching, and developing high-performing contact centre teams. You will play a key role in evaluating customer interactions, identifying performance trends, and providing structured coaching to drive service excellence and operational effectiveness. Quality Monitoring & Evaluation: Monitor and evaluate inbound and outbound calls, emails, chats, and other customer interactions against defined quality standards. Score interactions using approved quality assurance (QA) frameworks and scorecards. Ensure compliance with regulatory requirements, company policies, and customer service standards. Identify trends, root causes, and areas for improvement in agent performance. Coac...