Quality Assurance Coach

About the role

Join Hollywoodbets' Purple Team as a Quality Assurance Coach based in Umhlanga, Kwa‑Zulu Natal. You will monitor call quality, compile performance reports and drive continuous improvement across the contact centre.

Key responsibilities

• Listen to call recordings ad‑hoc using the QA scorecard to verify accurate ratings.
• Collate QA reports and statistics for campaigns and highlight development areas.
• Conduct coaching and calibration sessions with agents and managers.
• Work closely with the training division to identify training needs.
• Provide QA coaching for new hires and monitor their progress.
• Identify trends, alert departmental management and develop corrective measures.
• 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.

Required skills

What we offer

• Opportunity to innovate within a fast‑paced, vibrant industry.
• Career growth through development plans and a supportive culture.
• Being part of one of South Africa’s leading brands expanding globally.