Quality Verification Agent
Listing reference: track_001566
Listing status: Under Review
Apply by: 3 February 2026
Position summary
Industry: IT & Internet
Job category: Customer Service
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
Tracker is seeking a detail-oriented and proactive Quality Verification Agent to join our Customer Engagement team at Head Office in Johannesburg. This role is responsible for validating customer engagement calls (“Sales Through Service”) to ensure compliance with regulatory, contractual, and service excellence standards. You will also identify opportunities for process optimization and continuous improvement within the engagement centre.
Job description
- Reviewing call recordings, focusing on validating the Sales Through Service interactions.
- Ensure all calls meet company policies, regulatory requirements (e.g., POPIA, FAIS), and service-level agreements.
- Verify accuracy of captured data, customer consent, and adherence to approved scripts, authority delegations and SOPs.
- Identify and document non-compliant behaviours for corrective action.
- Analyse trends and root causes of non-compliance to uncover coaching opportunities.
- 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 actionable improvement recommendations to Supervisors and Consultants.
- Collaborate with Skills Coaches, Supervisors, Manager and Operations team to address quality gaps and to maintain consistency and fairness in validations.
- Identify recurring issues, process bottlenecks, or systemic compliance risks.
- Recommend updates to scripts, procedures, or quality monitoring tools based on audit findings.
- Drive continuous improvement initiatives to boost agent performance and Sales Through Service outcomes.
- Collaborate with Operations, Compliance, and Skills Coaches to align practices with business objectives.
- Compile and present weekly and monthly performance reports to Management.
- Provide insights that enhance customer experience and operational efficiency.
- Develop and promote best practices for call handling that balance customer satisfaction with revenue growth.
- Achieve targets as outlined in the Key Performance Agreement.
- Record and maintain statistics accurately as per guidelines.
- Communicate trends and performance outcomes effectively to stakeholders.
- Able to support the broader team by assisting with electronic communication within the Customer Engagement Division in line with SLAs and standards.
- Handle incoming calls and resolve client queries according to SOPs and company standards.
- Maintain departmental abandonment rates and service levels in line with company benchmarks.
- Capture and update client information accurately during interactions.
- Follow up on outstanding client queries promptly.
- Assist with additional tasks as assigned to ensure exceptional service delivery within the division.
Minimum requirements
- Matric / Grade 12.
- 2 years call centre experience
- 1 years’ experience in a call centre quality assurance or compliance validation role. (Advantageous)
- Experience in retention, sales, or customer experience environments preferred.
- Familiarity with QA frameworks, compliance auditing, and call monitoring systems.
- Tertiary qualification will be an advantage.
- Knowledge of Tracker products and systems (iEvolve, CDS, TCRM, Willow, Aspect) will be an advantage
- The incumbent should have excellent interpersonal skills and the ability to pay attention to details.
- The ability to cope with a constant changing and pressurised environment.
Benefits
Medical aid & Provident