Employer: Digicall Group
Industry: Call Centre, BPO, Ethics & Fraud Hotline, Customer Experience & Quality Assurance
Location: Johannesburg, Gauteng, South Africa (On-Site Office)
Position Type: Full-Time Permanent
Experience Level: 1 to 3 Years Call Centre & Professional Report Writing Experience
Compensation: Market-Related Call Centre Salary + Benefits Package
Posted Date: 17 October 2026
Closing Date: 30 November 2026
About Digicall Group & The Call Centre Consultant Role
Digicall Group is a leading business process outsourcing (BPO) and incident management provider in South Africa, delivering specialized call centre, claims, and customer engagement solutions across diverse corporate sectors.
Digicall is recruiting a detail-oriented, empathetic Call Centre Consultant & Reviewer to join their operational team in Johannesburg. Designed for a skilled communicator who excels at technical report writing, the incumbent will monitor omnichannel contact platforms, respond to incoming calls with empathy, transcribe complex interactions into unbiased reports, and review generated documents to ensure top-tier quality before client submission.
Key Responsibilities & Operational Workflows
The Call Centre Consultant & Reviewer will execute six primary operational functions:
1. Omnichannel Engagement & Caller Screening
- Omnichannel Monitoring: Monitor the omnichannel contact platform and respond to incoming calls, messages, and digital interactions rapidly and accurately.
- Caller Triage: Screen incoming interactions to determine whether to assist callers directly or refer them to specialized escalation channels.
- Emergency & SOP Protocols: Strictly follow Standard Operating Procedures (SOPs) when handling emergency calls, prank calls, or follow-up interactions.
2. Empathetic Engagement & Probing
- Rapport Building: Attend to callers with high empathy, putting them at ease while asking structured probing questions to gather complete, accurate, and relevant factual details.
- Anonymity Protection: Ensure absolute confidentiality and protect caller anonymity in strict accordance with the caller’s explicit preference.
3. Professional Report Transcribing & Compilation
- Report Transcribing: Transcribe recorded calls into professionally written, objective, and unbiased formal reports containing all relevant operational details.
- SLA Compliance: Submit transcribed reports for quality review and send finalized reports to corporate client recipients within strict allocated timeframes.
4. Quality Review & Follow-Up Management
- Report Review: Review generated reports to verify that technical report writing standards are met and all critical information is accurately captured.
- Client Intermediary: Facilitate and manage follow-up calls and feedback loops between corporate clients and callers according to set procedures.
- Ad Hoc Support: Assist with ad hoc call centre tasks, quality objective audits, and management requests.
Candidate Profile & Minimum Entry Requirements
To qualify for consideration for this position, applicants must meet the following mandatory criteria:
- Educational Qualifications:
- Minimum Requirement: Higher Certificate or an equivalent NQF Level 5 Qualification (Mandatory).
- Preferred: National Diploma (N Dip), B-Degree, or an equivalent NQF Level 7 Qualification (Highly Advantageous).
- Work Experience:
- 1 to 3 years’ experience working in a call centre environment (Mandatory).
- Proven practical experience in compiling professional written reports (Essential).
- Advantageous: Prior experience working in an ethics and fraud hotline call centre environment.
- Skills & Technical Knowledge:
- Exceptional verbal and written communication skills in English with impeccable grammar.
- Intermediate Microsoft Office skills (MS Word, Excel, Outlook).
- Extensive knowledge of technical report writing, objectivity, and narrative structuring.
- Solid understanding of call centre workflows and Standard Operating Procedures (SOPs).
Company Benefits & Employee Value Proposition
Digicall offers a comprehensive rewards and employee wellness package, including:
- Healthcare: Medical Aid cover options.
- Retirement & Security: Provident Fund and Funeral Cover.
- Growth & Recognition: Learnerships, tertiary bursaries, long service awards, and employee recognition programmes.
- Workplace Culture: Continuous learning environment with dedicated employee wellness support.
Career Advice for Applicants
- Emphasize Report Writing Skills: Clearly showcase your experience in drafting formal business reports, call transcriptions, or incident summaries on page 1 of your CV.
- Highlight Ethics / Hotline Exposure: If you have prior experience with whistleblowing hotlines, fraud reporting, or quality assurance auditing, feature it prominently.
- Verify Qualification NQF Levels: Confirm on your CV that your qualification meets NQF Level 5 or higher.
Sample Selection & Interview Questions
Report Writing & Ethics Call Handling
- Question (Objective Transcribing): “How do you ensure complete objectivity and factual accuracy when transcribing an emotionally charged or complex caller incident into a formal client report?”
- Question (Anonymity & SOPs): “What steps do you take to guarantee caller anonymity while ensuring all critical facts needed for a corporate investigation are captured?”
How to Apply
Apply online directly via the official Digicall Careers Portal:
- Employer: Digicall Group
- Location: Johannesburg, Gauteng
- Position: Call Centre Consultant & Reviewer
- Qualification: Higher Certificate / NQF 5 (Diploma/Degree preferred)
- Closing Date: 30 November 2026