Job Summary

Assess, monitor and improve the quality of customer interactions across voice , written and digital channels, ensuring world-class service aligned to Absa’s values and VRH standards. Act as a linguistic and communication coach, evaluating colleagues’ verbal clarity, tone, articulation, language proficiency and cross-lingual accuracy across English, French and Mauritian Creole. Deliver structured training, micro learning modules, and coaching interventions to uplift service capability and develop colleagues’ performance. Enhance customer experience, reduce errors, mitigate conduct risks, and enable VRH to operate as a high-performing, customer-obsessed digital service hub.

 

 

Job Description

Operations : Conduct quality assessments across calls, chats, emails and digital interactions.

• Evaluate service, behavioural, regulatory and technical compliance indicators.
• Assess colleagues as a linguistic coach to review pronunciation, tone, speech clarity, language structure, and effectiveness of communication across tri-lingual interactions.
•  Identify communication and linguistic gaps (tone, empathy, active listening, articulation).
• Provide structured coaching reinforcing effective communication and customer management behaviours.
• Deliver targeted training sessions, micro-learning capsules and refresher modules for capability uplift.
• Partner with VRH Learning & CX teams to develop training content, role plays and simulation exercises.
• Produce weekly/monthly quality & linguistic insights, including error trends and behavioural patterns.
• Support continuous improvement and digital journey enhancements through quality insights and root-cause analysis.
• Participate in calibration sessions to ensure fair and consistent scoring.

 

Teamwork

• Work closely with VRH managers, team leaders and learning partners to strengthen a cohesive service culture.
• Participate in training delivery, buddy systems and peer-learning circles.
• Support onboarding of new VRH colleagues through communication and linguistic orientation.

 

Customer Obsession

• Think customer-first in all assessments and coaching interventions.
• Promote clear, empathetic and consistent communication across all customer touchpoints.
• Strengthen trust by uplifting colleagues’ linguistic proficiency and service etiquette.
• Support complaint reduction and customer relationship improvement through communication excellence.

 

Risk Management

• Identify conduct risks, regulatory breaches and servicing deviations.
• Escalate incidents and support remediation actions.
• Ensure all communication and linguistic standards meet compliance expectations and reflect Absa’s brand voice.

 

MI & Analytics

• Generate quality and linguistic dashboards, tracking linguistic error categories and communication effectiveness.
• Use insights to redesign scripts, refine communication guidelines, and enhance customer experience.
• Support leadership with data-driven performance insights.

 

Project Management

• Contribute to language and communication uplift projects across VRH.
• Participate in capability-building programmes and service transformation initiatives.
• Support implementation of updated scripts, linguistic standards, coaching tools and quality frameworks.

 

Mandatory Risk and Control Objective:

• Ensure all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and Internal ABSA Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.

 

Technical skills / Competencies

• Quality monitoring & linguistic evaluation
• Advanced communication coaching (tone, articulation, empathy, structure)
• Training & facilitation skills
• Planning & organising
• Creating and innovating
• Customer obsession
• Adapting and responding to change
• Risk management
• Self-directed execution
• Innovation mindset
• Analytical thinking & insights interpretation

 

Knowledge, Expertise and Experience

(Relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies)

 

Essential

• Minimum HSC holder , preferably with a Degree in Management or any other related Financial field.
• Minimum 3 years’ experience in call centre quality, communication coaching, training or customer service.
• Strong linguistic command in English, French and Mauritian Creole.
• Experience in voice, written  and digital interaction assessments.
• Knowledge of service quality, communication frameworks and behavioural analysis.
• Proven experience demonstrating Ability to design and deliver training sessions.

 

Preferred:

• Experience as a language coach, soft-skills trainer or customer communication trainer.
• Exposure to VRH (both Written and Voice) /digital servicing models.
• Exposure to handling Social Media
• Ability to create micro-learning, scripts and behavioural coaching content.

 

 

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)