**Role & seniority: ** Quality Assurance Coach (Customer Service QA); mid-level (minimum 1 year experience required)

**Stack/tools: **

Call recording review (via QA scorecard)
QA reporting/statistics for campaigns
Root cause analysis for customer complaints
(No specific software/tools named beyond call recording and reporting)

**Top 3 responsibilities: **

Monitor and assess call quality using a QA scorecard; conduct ad hoc listening to ensure accurate ratings
Compile QA reports/statistics, identify development areas, and run coaching/calibration sessions
Handle customer complaint resolution: extract/evaluate relevant calls and perform root cause analysis, then implement corrective actions

**Must-have skills: **

Customer Service experience (≥1 year)
Coaching experience
Quality Assurance experience
Ability to identify trends, alert management, and drive corrective measures

**Nice-to-haves: **

Experience working with/within a contact centre and collaborating with training divisions
Exposure to campaign-level QA reporting and calibration processes

**Location & work type: **

Umhlanga, KwaZulu-Natal (South Africa)
Work type not explicitly stated (implied on-site/office-based within the contact centre)

Full Description

RESPONSIBILITIES

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.

We have an amazing opportunity for an Quality Assurance Coach to be based in Umhlanga, Kwa-Zulu Natal. Do you think you have what it takes to be our newest Purple Star?

The successful candidate will be responsible for monitoring call quality, compiling performance reports, and identifying development areas. Delivers coaching sessions, supports new hires, collaborates with training teams, and addresses customer complaints through root cause analysis. Implements corrective actions and handles additional duties as required.

With Hollywoodbets You Will

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.

Embrace challenges and the thrill of working in a vibrant and fast-paced industry.

Grow with our development plans and culture that allows you to further your career.

You Bring

A minimum of 1 year’s experience in Customer Service
Coaching experience
Quality Assurance experience

What You’ll Do For The Brand

Ad hoc listening to call recordings in line with QA scorecard to ensure that ratings are accurate.
Collate QA reports and statistics for the campaigns.
Highlight areas of development and conduct coaching and calibration sessions with the team and managers.
Work closely with the Contact Centre training division to highlight any training needs
Quality Assurance coaching with new appointments.
Identify trends and effectively alert the respective departmental management team.
Develop and implement corrective measures for implementation by management.
Customer complaints resolution – extraction and evaluation of call recordings based on customer complaints. Conduct root cause analysis.
Any other ad hoc duties that might be required.

So, are you ready to level up, learn, and perform at your best? Apply now!

Please note that only applicants who meet the stipulated minimum requirements will be considered.

Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful.

QUALIFICATIONS

1 Year Customer Service Experience (Essential)
Coaching (Essential)
Quality Assurance (Essential)