Quality Verification Agent

Company: Tracker Connect

Location: Randburg, Gauteng

Job Type: Entry Level – Permanent

Industry: IT & Internet

Remuneration: Market Related

EE Position: Yes

About the Job

The Quality Verification Agent is responsible for reviewing and auditing call centre interactions, especially customer retention calls, to ensure they meet compliance standards, company policies, and high customer experience benchmarks. The role helps maintain quality, identifies improvement opportunities, and supports continuous enhancement of call centre performance.

Key Responsibilities

• Validate and score recorded customer calls, focusing on retention and cancellation attempts.
• Ensure all calls meet company policies, regulatory requirements (e.g., POPIA, FAIS), and service‑level agreements.
• Check accuracy of captured data, customer consent, and adherence to approved scripts and SOPs.
• Document and report non‑compliance and deviations for corrective action.
• Maintain detailed audit records and performance metrics.
• Use a structured evaluation framework aligned with quality metrics.
• Provide constructive feedback and coaching recommendations to team leaders.
• Collaborate with Skills Coaches, Supervisors, Managers, and Operations teams to address quality gaps.
• Identify recurring issues and root causes to support process improvement.
• Participate in QA calibration sessions to ensure consistent scoring.
• Suggest updates to scripts, procedures, and QA tools based on audit findings.
• Support continuous improvement initiatives for agent performance and retention.
• Prepare weekly and monthly QA performance reports for management.
• Communicate quality trends and outcomes to stakeholders.
• Help develop best practices for call handling and customer retention.

Minimum Requirements

• Matric / Grade 12 qualification.
• At least 2 years of call centre experience.
• Preferred 1 year in a call centre quality assurance or compliance role.
• Experience in retention, sales, or customer experience environments is an advantage.
• Familiarity with QA frameworks, compliance auditing, and call monitoring systems.
• Knowledge of Tracker products and systems (iEvolve, CDS, TCRM, Willow, Aspect) is a plus.
• Excellent interpersonal skills and attention to detail.
• Ability to work in a fast‑paced, changing environment.
• Ability to multi‑skill across functions.
• Tertiary qualification is an advantage.

Application Deadline

Open until filled.

How to Apply

To apply, visit careers.tracker.co.za.