Quality Assurance Coach

About the role

Join Hollywoodbets' Purple Team as a Quality Assurance Coach in Umhlanga, KwaZulu‑Natal. You will monitor call quality, compile performance reports and support agent development through coaching and close collaboration with the training function.

Key responsibilities

• Listen to call recordings ad‑hoc using the QA scorecard to verify accurate ratings.
• Compile QA reports and statistics for the campaigns.
• Identify development areas and conduct coaching and calibration sessions with agents and managers.
• Work closely with the Contact Centre training division to highlight training needs.
• Provide QA coaching for new hires and monitor their progress.
• Detect trends, alert relevant department managers and develop corrective actions.
• Resolve customer complaints by extracting and evaluating relevant call recordings and performing root‑cause analysis.
• Perform any other ad‑hoc duties as required.

Required profile

• Minimum of 1 year experience in Customer Service.
• Coaching experience.
• Quality Assurance experience within a call‑centre environment.

Required skills

What we offer

• Opportunity to innovate and create within a fast‑paced, vibrant industry.
• Access to development plans and a culture that supports career growth.
• Being part of a successful, expanding brand with a strong team spirit.