AM COACH

Cartrack

Johannesburg, Gauteng

Permanent

Apply by: 29 January 2026

Listing reference: cartr_000734

Listing status: Online

Apply by: 29 January 2026

Position summary

Industry: Telecommunication Services

Job category: Call Centre and Telesales

Location: Johannesburg

Contract: Permanent

EE position: No

Introduction

We are currently recruiting for an AM Coach within our Corporate Sales department. This role is based in Rosebank / Head Office and is ideal for a detail-oriented individual with strong analytical, listening, and coaching skills who is passionate about improving service quality and supporting sales performance.

Job description

The AM Coach will play a key role in monitoring service quality, supporting sales agents through coaching and feedback, and providing insights to management through reporting and analysis. The role focuses on evaluating calls and chats, ensuring consistency in scoring standards, and contributing to continuous improvement initiatives within the Corporate Sales environment.

Key Responsibilities:

• Listen to recorded and live calls, and review chat interactions to assess agent professionalism, accuracy, and customer service quality
• Score agent performance using predefined quality assurance checklists and standards
• Provide clear, constructive feedback to agents through one-on-one coaching sessions
• Support the sales team with ongoing coaching and performance improvement feedback
• Compile and present quality and performance reports to management using relevant data
• Identify service gaps and recommend improvements to training methods and customer engagement processes
• Facilitate or participate in calibration sessions with team leaders to ensure scoring consistency
• Review and validate retains to ensure accuracy and compliance
• Assist in identifying trends, risks, and opportunities for operational improvement

Minimum requirements

• National Senior Certificate (Grade 12) – Essential
• Minimum of 2 years’ administrative / quality assurance experience 
• Strong attention to detail and accuracy
• Excellent analytical and problem-solving skills
• Effective coaching and feedback delivery skills
• Strong listening and comprehension abilities
• Excellent verbal and written communication skills
• Strong interpersonal skills with the ability to engage confidently with stakeholders