Complaints Resolution Specialist

This is the next step up from the phones: running numbers and people at a bank customer experience unit in Soweto. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

You'll report in Soweto. Relocation is not covered for this one.

• Watch real-time queues and move agents between skills when volumes spike.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Give one-on-one feedback with a clear action and a follow-up date.
• Listen to call recordings and score them on the quality form.
• Run morning huddles and share yesterday's stats with your team.
• Take escalated calls that agents cannot resolve.
• Manage absenteeism and hold return-to-work chats.

• 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
• Flexible for shift cover across the week

• A coaching or facilitation certificate
• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys

• Management development programme
• Laptop and data for remote reporting days
• Team performance bonus paid quarterly

• 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").