Key Responsibilities
1) Quality Monitoring & Scoring
? Monitor a defined sample of multi-channel interactions (voice, email, chat, social) per agent/team according to
sampling strategy.
? Score interactions against approved QA scorecards (compliance, process accuracy, soft skills, empathy, problem
resolution, sales suitability).
? Evaluate sales calls for suitability and disclosure (needs analysis, exclusions/limitations, policy terms, premium,
coolingoff, consent).
? Flag critical fails (e.g., POPIA breach, mis-selling risk, failure to authenticate, non-adherence to mandated
scripts).
? Provide timely, evidence-based feedback to agents and team leaders; schedule side-by-sides and coaching
huddles.
2) Compliance & Regulatory Assurance
? Validate adherence to POPIA, FAIS/FSCA guidance, TCF outcomes, Do Not Contact/Direct Marketing preferences,
and complaints handling protocols.
? Verify mandato...