Auditors / Quality Assessors

Recruiter:

Dananda Talent

Job Ref:

JHB000792/Charm

Date posted:

Tuesday, May 26, 2026

Location:

Johannesburg, South Africa

Salary:

Monthly

SUMMARY:
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 businessâs 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.

POSITION INFO:
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

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Key Requirements

2â5+ yearsâ 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

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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

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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

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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

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