National - Contact Centre Quality Controller (QC)

Purpose of the Job 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. High-Level Job Objectives The incumbent is responsible for: Monitoring customer interactions and service quality. Assessing customer engagements against approved quality standards. Reporting quality findings, trends, risks, and compliance results. Planning quality im...