Quality Assurance Consultant at Mango5

Responsibilities:

• Conduct regular call monitoring and evaluation of recruiter interactions using a defined scoring rubric
• Provide constructive feedback and coaching to improve recruiter performance
• Analyse call data and behavioural trends to identify areas of improvement
• Ensure accurate delivery of study information and adherence to call scripts and protocols
• Flag any potential compliance or patient safety concerns to the QA Lead
• Collaborate with the QA Lead and training team to update scorecards and coaching materials
• Participate in QA calibration sessions to ensure scoring consistency
• Provide regular reports on recruiter performance to management

Requirements:

• Minimum 1-2 years of Experience in a Quality Assurance Environment
• Strong understanding of Information Security and General Data Protection Regulation (GDPR/POPIA)
• Attention to detail, analytical mindset, and strong written communication skills
• Matric or Grade 12 / NQF Level 4
• Computer literate with proven data-capturing skills
• Ability to analyse performance data and provide actionable insights
• Experience working in a target-driven/KPI environment
• Clean Criminal and ITC record