Quality Assessor at Huntswood Durban, KwaZulu-Natal

🔍 Join Huntswood as a Quality Assessor (US Shifts) – Durban, KwaZulu-Natal

Do you have a sharp eye for detail and a passion for excellence?
Huntswood is looking for a Quality Assessor to join our vibrant Customer Service team in Durban, KwaZulu-Natal.

If you’re driven by quality, compliance, and continuous improvement — and you’re comfortable working U.S.-based shifts — this could be the perfect opportunity to elevate your career.

🌟 About the Role

As a Quality Assessor, you’ll play a vital role in shaping the customer experience. You’ll monitor, evaluate, and guide the performance of service agents — ensuring every customer interaction meets Huntswood’s exceptional standards.

Your mission will be to enhance service quality, promote compliance, and support agent development through insightful feedback and performance analysis.

This is more than a monitoring role — it’s about being a champion for quality and a catalyst for improvement across the team.

🧩 Key Responsibilities

• Maintain and develop both internal and client quality standards.
• Assess customer interactions (calls, emails, chat) against established benchmarks.
• Provide clear, constructive feedback to agents to support their growth.
• Conduct regular feedback sessions and participate in calibration meetings to ensure consistency.
• Produce detailed reports on quality performance and trends.
• Identify performance gaps and deliver upskill sessions when required.
• Participate in new hire training sessions to embed quality principles early.
• Share insights and recommendations with management for continuous improvement.
• Publish weekly reports summarizing accomplishments, performance levels, and areas for enhancement.
• Manage your time effectively and consistently meet deadlines.

🎓 What You’ll Need

• Matric (Grade 12) / NQF Level 4
• Proven experience in Quality Assurance or a related field (essential)
• Previous experience in financial services
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal abilities
• High attention to detail and organizational skills
• Proficiency in computer applications (Word, Excel, database systems, Internet)
• Ability to manage time efficiently and work both independently and collaboratively
• Positive, professional attitude with a passion for quality and customer excellence

💪 Desirable Skills

• Track record of achieving performance, quality, and regulatory goals in a contact centre environment
• Experience coaching and developing inbound sales or service agents
• Strong customer service orientation and ability to lead by example
• Skilled in delivering training and mentoring sessions

💼 Core Behaviours at Huntswood

At Huntswood, our people are known for being dependable, driven, and collaborative.
We’re guided by six core values that define everything we do:

1. Bring Your “A” Game
2. Strive for Greater
3. Enable and Empower All Employees
4. Do the Right Thing
5. Own It
6. Deliver Unbelievable Service

Because here at Huntswood, it’s not just about what we do — it’s about how we do it. 💙

📅 Job Details

• Location: Durban, KwaZulu-Natal
• Type: Permanent
• Posted: 03 October 2025
• Closing Date: 13 October 2025
• Shifts: U.S. working hours

Note: All appointments are subject to positive pre-employment verification checks.

Ready to make a difference through quality and excellence?
Apply today and help us continue delivering world-class service at Huntswood.