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