About the position
We are seeking detail-oriented and commercially aware Auditors / Quality Assessors to support the delivery of a robust audit and quality assurance function across the business’s Retail and Digital Sales operations.
This role is responsible for monitoring, evaluating, and improving sales quality, compliance, and process adherence across telesales, contact centre, and digital sales channels. The successful candidate will play a key role in ensuring sales integrity, customer experience excellence, and regulatory compliance, while providing actionable insights to drive performance improvement.
Key Responsibilities
- Conduct call audits, deal reviews, and process audits across telesales and digital sales channels
- Evaluate sales interactions against quality standards, scripts, compliance requirements, and customer experience benchmarks
- Monitor adherence to regulatory requirements (e.g., POPIA, CPA) and internal policies
- Identify mis-selling risks, compliance breaches, and process gaps, escalating where necessary
- Score and document audit outcomes accurately within QA systems and dashboards
- Provide structured feedback and coaching insights to Sales Agents and Team Leaders
- Support calibration sessions to ensure consistency in audit scoring and quality standards
- Analyse trends and highlight recurring issues impacting conversion and customer experience
- Partner with Sales Trainers and Team Leaders to support targeted coaching and upskilling initiatives
- Assist in root cause analysis and contribute to corrective action planning
- Maintain accurate and up-to-date audit records, reports, and documentation
- Support readiness for internal and external audits
Key Requirements
- 2–5+ years’ experience in quality assurance, auditing, or compliance within a BPO/KPO or sales-driven environment
- Experience auditing telesales, contact centre, or digital sales interactions
- Strong understanding of sales processes, objection handling, and customer engagement techniques
- Familiarity with South African regulatory frameworks (e.g., POPIA, CPA)
- High attention to detail with strong analytical and evaluation skills
- Ability to provide constructive, actionable feedback to drive performance improvement
- Experience working with QA tools, CRM systems, and call monitoring platforms
- Strong communication and stakeholder engagement skills
Preferred Qualifications
- Relevant diploma or degree in Business, Finance, or related field
- QA or auditing certifications (advantageous)
- Experience within education, training, or service-based sales environments
- Exposure to digital sales channels and CRM-driven pipelines
Core Competencies
- Attention to detail and accuracy
- Analytical thinking and problem-solving
- Communication and coaching ability
- Integrity and objectivity
- Time management and organisation
- Adaptability in a fast-paced environment
Success Metrics
- Accuracy and consistency of audit scoring and reporting
- Reduction in compliance breaches and mis-selling incidents
- Improvement in sales quality and customer experience scores
- Contribution to conversion improvement through actionable insights
- Timely completion of audit volumes and reporting requirements
- Positive feedback from stakeholders on audit quality and value-add
Desired Skills:
- audit scoring and reporting
- sales quality and customer experience
- audit volumes and reporting
- audit quality and value-add
