Call Centre Quality & Training Coordinator

Greys Recruitment

Monitor and evaluate calls for quality and compliance, providing feedback to ensure adherence to internal standards.

Last checked on June 15, 2026. We may earn a commission when you click through.

The Call Centre Quality & Training Coordinator role is pivotal for quality assurance but requires strong analytical and communication skills.

✓ Opportunities for professional growth. ✓ Impact on improving customer service quality. ✓ Involvement in training and development of staff.

Call Centre Quality & Training Coordinator

Greys Recruitment

Updated 22 days ago

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The Call Centre Quality & Training Coordinator role is pivotal for quality assurance but requires strong analytical and communication skills.

About this role

Monitor and evaluate calls for quality and compliance, providing feedback to ensure adherence to internal standards.

About the Company

Greys Recruitment focuses on connecting top talent with leading companies across various sectors in South Africa.

Key Highlights

✓ Assess compliance with POPIA and internal standards.
✓ Provide constructive feedback to improve call quality.
✓ Review call recordings and transcripts for performance evaluation.
✓ Enhance negotiation and payment handling skills.

💡 Honest Take: This role is essential for maintaining high standards in call centre operations, but may not suit those seeking a more hands-on customer service position.

Pros

✓ Opportunities for professional growth.
✓ Impact on improving customer service quality.
✓ Involvement in training and development of staff.

Cons

✗ May involve repetitive tasks.
✗ Can be high-pressure during peak call times.
✗ Limited direct interaction with customers.

Best For: Ideal for those with a background in quality assurance or training within a call centre environment.

Watch Out: Expect to deal with performance metrics and feedback, which can be demanding in a fast-paced environment.

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What Customers Say

Employees appreciate the opportunity for growth but note the pressure associated with performance metrics.

Expert Review

The role of Call Centre Quality & Training Coordinator is critical for ensuring high-quality customer interactions. By monitoring calls, the coordinator ensures compliance with POPIA but also enhances overall service delivery.

Candidates in this role will engage in reviewing call recordings and transcripts, which can be repetitive but essential for maintaining standards. The feedback provided helps agents improve their communication and negotiation skills, ultimately benefiting the customer experience.

that while the position offers growth opportunities, it may not appeal to those who prefer a dynamic, customer-facing role. The demands of performance targets can add stress, particularly during high-volume periods. For a deeper understanding, visit Greys Recruitment's official page here.