how2apply

Quality Assurance Assessor (Contact Centre)

How2Apply Talent Network

Bellville, Western Cape

Full-time

Posted 1 day ago

Full-time Customer Service & Call Centre

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Job Description

This is the next step up from the phones: running numbers and people at an e-commerce support hub in Bellville. You don't need to be the loudest person in the room, just the one others can count on.

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

What you'll actually do

Take escalated calls that agents cannot resolve.
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.
Build rosters and forecast call volumes in the workforce tool.
Give one-on-one feedback with a clear action and a follow-up date.

You'll need

Know your way around contact centre metrics
Strong Excel: pivot tables, VLOOKUP and simple charts
Written English good enough for client reports
Matric, with a relevant diploma an advantage
You can give tough feedback kindly and follow through
At least 2 years as an agent and 1 year coaching or supervising

What you get

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

How to apply for this job

Check you meet the must-haves first; recruiters filter on those before anything else.
Have the following on hand (clear photos on your phone are fine at first): certified copy of your smart ID card or green ID book plus a CV showing team size and results you managed.
Fill in the short form below with your name and a phone number you actually answer.
If you're shortlisted you'll hear from us within 9 working days, usually by phone.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Bellville.

Applying is free. Nobody from How2Apply will ever ask you to pay for anything to get this job.

Tips to get shortlisted

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.