Quality Assurance Coach at Hollywoodbets

Responsibilities

• We have an amazing opportunity for an Quality Assurance Coach  to be based in Umhlanga, Kwa-Zulu Natal.
• Do you think you have what it takes to be our newest Purple Star?
• The successful candidate will be responsible for monitoring call quality, compiling performance reports, and identifying development areas.
• Delivers coaching sessions, supports new hires, collaborates with training teams, and addresses customer complaints through root cause analysis.
• Implements corrective actions and handles additional duties as required.

You Bring:

• A minimum of 1 year’s experience in Customer Service
• Coaching experience
• Quality Assurance experience

What You’ll Do For The Brand:

• Ad hoc listening to call recordings in line with QA scorecard to ensure that ratings are accurate.
• Collate QA reports and statistics for the campaigns.
• Highlight areas of development and conduct coaching and calibration sessions with the team and managers.
• Work closely with the Contact Centre training division to highlight any training needs
• Quality Assurance coaching with new appointments.
• Identify trends and effectively alert the respective departmental management team.
• Develop and implement corrective measures for implementation by management.
• Customer complaints resolution – extraction and evaluation of call recordings based on customer complaints. Conduct root cause analysis.
• Any other ad hoc duties that might be required.

Apply Before 02/24/2026