Duties & Responsibilities
· Validate and assess call recordings, focusing on retention and cancellation save attempts.

· Ensure all calls comply with company policies, regulatory frameworks (e.g., POPIA, FAIS, or industry-specific legislation), and service-level agreements.

· Verify accuracy of captured data, customer consent, and adherence to approved scripts/Delegation of authority and SOPs.

· Flag and document non-compliant behaviours or deviations for corrective action.

· Maintain detailed audit records and performance metrics for reporting and analysis.

· Maintain a structured call evaluation framework aligned with quality metrics.

· Score agent interactions objectively using defined evaluation criteria (compliance, professionalism, accuracy, empathy, and resolution).

· Provide constructive feedback and improvement recommendations to team leaders and consultants.

· Collaborate with Skills coaches, Supervisors, manager and operations teams to address quality gaps.

· Identify recurring issues, process bottlenecks, or systemic compliance risks.

· Participate in QA calibration sessions to ensure consistency and fairness in scoring.

· Recommend updates to scripts, procedures, or quality monitoring tools based on audit findings.

· Support the implementation of continuous improvement initiatives aimed at enhancing agent performance and retention outcomes.

· Prepare weekly and monthly QA performance reports for management.

· Highlight trends, root causes of non-compliance, and opportunities for agent coaching.

· Provide actionable insights to improve customer experience, retention rates, and overall call quality.

· Work closely with Operations, Compliance, and Training/Skills coaches to align QA practices with business goals.

· Communicate quality trends and performance outcomes effectively to stakeholders.

· Support the development of best practices for call handling and customer retention.