Complaints Resolution Specialist

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Mamelodi. It's the kind of job where doing the basics well every day gets you noticed.

Home base is an offshore outsourcing centre on the Mamelodi side of Gauteng.

• Report weekly on service level, AHT, CSAT and attrition.
• Listen to call recordings and score them on the quality form.
• Resolve formal complaints and draft replies for the ombud when needed.
• Give one-on-one feedback with a clear action and a follow-up date.
• Take escalated calls that agents cannot resolve.
• Watch real-time queues and move agents between skills when volumes spike.

• Know your way around contact centre metrics
• Flexible for shift cover across the week
• You can give tough feedback kindly and follow through
• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising
• Strong Excel: pivot tables, VLOOKUP and simple charts

• Labour relations basics from a short course
• Workforce tools such as NICE, Verint or Genesys

• Management development programme
• Team performance bonus paid quarterly
• Laptop and data for remote reporting days
• Medical aid and retirement fund contributions

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").