Quality Assurance Assessor (Contact Centre)

At this offshore outsourcing centre in Atlantis, you'll turn call data into better service. People who do well here are steady, honest and not scared to ask when something is unclear.

Location: Atlantis, Western Cape. Applicants who already live in the area get looked at first. There's a probation period of three months before the contract is confirmed.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Run morning huddles and share yesterday's stats with your team.
• Watch real-time queues and move agents between skills when volumes spike.
• Resolve formal complaints and draft replies for the ombud when needed.
• Report weekly on service level, AHT, CSAT and attrition.

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

• Labour relations basics from a short course
• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate

• Medical aid and retirement fund contributions
• Management development programme
• 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").