Merchants Recruitment Listings

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

Are you ready to take the next step in your career?

The purpose of this position is to provide a complete Human Resources administration service and to support HR projects.

1. General Administration

• Loads all employee data related to employee engagements, transfers, promotions, resignations and terminations and ensures that it is timeously communicated to the Payroll.
• Updates all information related to employee engagements transfers, promotions, resignations and terminations on all HR Systems
• Creates and deactivates email accounts for all employees 
• Creates position numbers for all new positions.
• Ensures current understanding and application of all HR Policies

2. HR System Administration and Support

• Creates new employee profiles on all HR Systems upon receiving relevant documentation.
• Terminates exiting employees from all HR Systems upon receiving the relevant documentation
• Follows up on outstanding documentation and information from HR Operations
• Completes all check-lists to ensure 100% completion
• Maintains employee data on all HR Systems by updating information as required.
• Maintains systems data integrity by conducting daily, weekly and monthly checks
• Performs user testing on systems and provides timeous feedback
• Provides user administrative support to all Business Units
• Administers all 1^st line system requests, changes or issues and escalates unresolved items to the relevant 2^nd line escalation points
• Communicates all system changes or enhancements to respective business units to ensure currency of information
• Maps new employees to the DD Job Framework

3. Filing

• Creates and maintains files for all employees
• Files all documents into relevant filing sections of employee files
• Maintains the filing system to ensure ease of access to information for the entire Human Resources department.
• Files and archives all termination files in accordance with prescribed standard.

4. Reporting

• Compiles new engagement and termination reports for submission to the Human Resources Manager on a monthly basis.
• Compiles and distributes Performance Management Reports to the Business as required
• Extracts reports from HR Systems and reports anomalies to the Human Resources Manager on a monthly basis.

Requirements

• Minimum matric or equivalent NQF
• At least 2 years working experience
• At least 1 year HR administration and HR systems experience
• Excel intermediate
• HR Qualification

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

Are you ready to take the next step in your career?

The purpose of this role is train, coach and evaluate agents’ interactions, ensuring the agents are ready, prepared and deliver exceptional customer experiences.

Training

• Delivers induction, product, systems, and customer experience training to agents
• Deliver refresher training as required
• Creates a training environment conducive to providing the best possible learning experience
• Ensures completion of learning assessments and provides relevant feedback

Quality Evaluations

• Monitors and evaluates agent’s client interactions against the agreed methodology.
• Identifies areas of strength, development, and process improvements.

 Coaching

• Provides coaching in a confidential setting to improve and/or maintain service, minimize errors, and capture coaching feedback onto the relevant system

 General

• Operates within agreed work schedule and meet quality standards independently.
• Remain relevant through call taking and/or listening.
• Do floor walking and agent support during OJT (on-the-job training).
• Facilitate calibration and/or voice of customer sessions.

Administration, Record Keeping and Reporting

• Accurately record training and coaching interventions
• Provides feedback on training material updates required
• Provides quality reports per the business unit requirements

Requirements

• Matric or equivalent NQF
• 12 months contact centre experience.

Additional Requirements

Experience in Training environment

Experience in Quality environment

Must have Collections experience

We are looking for a meticulous and performance-driven Quality Analyst to join our call center team. In this role, you will monitor and evaluate customer interactions to ensure the highest standards of service quality. You will collaborate with team leaders and agents to drive continuous improvement and enhance the customer experience.

Key Responsibilities:

• Evaluate and analyze call recordings and live interactions to assess quality standards.
• Provide constructive feedback and recommendations to call center agents.
• Create and maintain quality scorecards, reports, and dashboards.
• Identify trends and areas for improvement in processes and communication.
• Ensure compliance with company policies, industry regulations, and quality standards.
• Develop training materials in collaboration with trainers to address identified gaps.

Requirements:

• Proven experience as a Quality Analyst in a call center or similar environment.
• Fluent in both French and English
• Strong knowledge of quality assurance standards and tools specific to call centers.
• Exceptional analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in using call monitoring and reporting systems.
• Ability to work well under pressure and manage multiple tasks effectively.

e passionate about training WE have the perfect role for you:

The purpose of this role is to deliver, evaluate and report on all Business Unit specific training within the operation, in order to ensure the Agents are ready and prepared to deliver exceptional customer experiences.

Key performance Indicators

1. Training
• Deliver product, systems and customer experience training to all Agents
• Deliver refresher training as required
• Operates within agreed training schedule and meets quality standards
• Delivers induction training to all Agents
• Delivers on-the-job training
• Creates a training environment conducive to providing the best possible learning experience

2. Learning assessments
• Continually listens to live calls to identify any gaps to be remedied through the training experience
• Ensures completion of learning assessments and provides relevant feedback and recommendations for improvements to training delivery.
• Provides feedback on call-listening to Training Managers to ensure continuous improvement
• Identifies learners at risk of being incapable of fulfilling the Agent function and timeously communicates the risk to Training Managers.

3. Post-Training Support
• Coaches Agents in order to facilitate the transition from training to full function.
Job Profile: Business Unit Trainer
• Assumes responsibility for closing all learning gaps between training and ‘go-live’ to ensure all Agents are “workplace ready”

4. Administration and Record keeping
• Accurately records all learning and development interventions
• Updates all training material to ensure currency and accuracy
• Provides management with relevant training reports
• Ensures training manuals and aids are prepared for training
• Makes logistical arrangements for training

Knowledge

• Matric or equivalent NQF
• 6 months training experience
• Training qualification or Future Leader: Trainer Graduate
• Must be fluent in French and English

Skills

• Planning and organising (L2)
• Customer service orientation (L2)
• Attention to detail
• Technical Expertise (L2)

Attributes

   • Influence

Are you a strong leader with a passion for driving performance and delivering results? We are looking for a motivated and experienced Team Leader – Collections to join our dynamic company !

Key Responsibilities:

Lead, coach, and motivate a team of collections agents to achieve targets

Monitor daily performance and ensure KPI delivery (collections, quality, and productivity)

Handle escalations and support agents with complex customer queries

Conduct regular team meetings, coaching sessions, and performance reviews

Ensure compliance with banking regulations and company policies

Drive a positive and high-performance team culture

Requirements:

Minimum 2–3 years’ experience in a collections environment (banking preferred)

At least 1 year of team leadership or supervisory experience

Strong understanding of collections strategies and processes

Excellent communication and problem-solving skills

Ability to work under pressure and meet targets

Proficient in MS Office and collections systems

Become a CX Champion as Our New Associate

Do you have a passion for training, coaching, and elevating customer service quality? We're looking for a CX Associate to shape agent performance through dynamic training, impactful coaching, and thorough quality reviews.

What’s in it for you:

• Be the go-to expert for new hire readiness and ongoing performance
• Gain exposure to training, facilitation, coaching, and CX strategy
• Enjoy an engaging, fast-paced team environment
• Opportunity to grow into senior CX, training, or quality roles

What the role involves:

• Facilitate induction, product, and system training for new agents
• Deliver refresher sessions and OJT (on-the-job training)
• Conduct quality evaluations on client interactions
• Provide one-on-one coaching to develop agent performance
• Record and report on training, quality, and coaching outcomes
• Support floor walking and drive engagement during ramp-up phases

What you need to succeed:

• 12+ months experience in a contact centre environment
• 6+ months CX experience 
• Passion for training, people development, and customer excellence
• Strong communication and facilitation skills
• Ability to evaluate calls and provide actionable feedback
• Eye for process improvement and detail

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

Are you ready to take the next step in your career?

The purpose of this role is to ensure that the day to day management of a CX team is in line with CX deliverables according to SOW’s & OLA’s.

1. Service delivery

• Ensure that the planning, administration and logistics to deliver CX activities ensures timeous and effective delivery of outcomes as agreed with CX manager.

• Planning of annual training schedules based on business
• Execution of the operational & statutory training and measurable achievement of learning outcomes
• Ensure Training, Quality & Coaching compliance with standards as prescribed by PBS
• Ensures team members’ knowledge of the business product, systems & processes is current, relevant and up to date.
• Ensure facilitation skills and material are delivered to the required standards

2. Collaboration and Optimization

• Conducts regular Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements.
• Conducts regular calibration sessions to ensure the validity and reliability of results
• Working collaboratively with the CX Manager and analysts to provide information/data, raise triggers and make recommendations for improvement accordingly.

3. Governance, Compliance and Best Practice

• Ensures that the standards of the Merchants Quality, Learning & Coaching Management Frameworks are complied with and delivered effectively within the Business.
• Implement and conduct controls and perform regular checks to ensure validity and reliability of results (including QA moderation)
• Monitors the activities of the CX associates to ensure compliance with acceptable standards of customer service

4. Escalations

• Ensures disputes and complaints from operational teams are investigated, responded to and tracked
• Identifies and escalates risks and quality issues to resolve them as efficiently as possible.

5. CX Reporting

• Delivers data to meet CX, and the Business Unit requirements and timelines & deadlines

6. People Management

• Provide leadership and guidance to payroll administrators
• Coaches to ensure an understanding of consequences of errors
• Ensure teamwork and co-operation within the team
• Communicate Merchants objectives and alignment of the department to the objectives
• Enforce compliance to company policies, procedures, and legislation
• Development of staff to ensure best practice standards and knowledge of relevant legislation
• Ensures performance reviews are completed
• Identify poor performance and actions appropriately.

Requirements

• Minimum 1 or 2 years CX experience
• Experience of Training environment
• Experience of Quality environment