[Hiring] Contact Centre Quality Controller @Pty

Role Description

The purpose of the National Contact Centre Quality Controller (QC) role is to assess the quality of customer interactions and service delivery across the Contact Centre against predefined customer experience, business, operational, and regulatory compliance standards. The role is responsible for providing objective quality assessments, identifying performance trends, analysing customer experience data, and delivering actionable insights that support continuous improvement in people, processes, technology, and overall service excellence. The Quality Controller plays a critical role in ensuring compliance, reducing operational risk, and driving consistent customer service standards across the organisation.

Qualifications

• Grade 12 (Matric)
• Relevant tertiary qualification (Desirable)
• Engineering qualification or equivalent tertiary studies (Desirable)
• Qualification in Customer Experience, Quality Assurance, Business Administration, or Telecommunications (Desirable)

Requirements

• Experience within a Contact Centre environment (Essential)
• Experience in Customer Experience Management (Essential)
• Experience conducting Quality Assurance assessments (Essential)
• Knowledge of Contact Centre Quality Operating Models (Essential)
• Experience evaluating multichannel customer interactions (Essential)
• Experience analysing customer service performance (Essential)
• Experience producing operational reports and quality analysis (Essential)
• Telecommunications industry experience (Desirable)
• Experience working with quality management systems (Desirable)
• Experience in coaching and performance improvement initiatives (Desirable)

Benefits

• Strong analytical skills
• Excellent attention to detail
• Critical thinking
• Problem-solving
• Effective written and verbal communication
• Report writing
• Data interpretation
• Coaching and feedback delivery
• Time management
• Organisational skills
• Decision-making
• Stakeholder engagement

Company Description

Success in this role will be demonstrated through:

• Accurate and consistent quality evaluations
• Timely delivery of quality reports
• Improved customer experience metrics
• Increased compliance with business and regulatory standards
• Reduction in repeat quality issues
• Effective identification of operational risks
• Actionable insights that improve business performance
• Positive collaboration with operational teams