Quality Assurance Assessor (Contact Centre)

This is the next step up from the phones: running numbers and people at an e-commerce support hub in Alberton. You'll work with a small crew, so being easy to work with matters as much as skill.

This post is in Alberton (Gauteng). Please only apply if you can travel there daily. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Build rosters and forecast call volumes in the workforce tool.
• Give one-on-one feedback with a clear action and a follow-up date.
• Take escalated calls that agents cannot resolve.
• Resolve formal complaints and draft replies for the ombud when needed.
• Manage absenteeism and hold return-to-work chats.
• Report weekly on service level, AHT, CSAT and attrition.
• Listen to call recordings and score them on the quality form.

• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through
• Written English good enough for client reports
• Flexible for shift cover across the week
• At least 2 years as an agent and 1 year coaching or supervising
• Strong Excel: pivot tables, VLOOKUP and simple charts

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

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