Customer Experience Coach

We are seeking a motivated and customer-focused CX Associate with collections call centre experience to join our dynamic team. In this role, you will train, coach, and evaluate agents to ensure they deliver exceptional customer experiences while driving collections performance.

Your Mission

You’ll be responsible for training new hires, coaching agents, and evaluating customer interactions to ensure consistent quality and outstanding service delivery.

What You’ll Do

• Deliver engaging i nduction, product, and systems training
• Evaluate live/recorded calls to identify improvement areas
• Provide impactful 1:1 coaching sessions
• Support OJT and floor-walking for new hires
• Maintain accurate training and coaching records
• Participate in calibration sessions and feedback loops
• Matric (or NQF equivalent)
• At least 1 year of experience in a contact centre
• Previous call...