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Quality Assurance Assessor (Contact Centre)

How2Apply Talent Network

Boksburg, Gauteng

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

You'll lead, coach and track a team of 12 to 18 agents at a bank customer experience unit in Boksburg. It suits someone who likes knowing exactly what a good day's work looks like.

This post is in Boksburg (Gauteng). Please only apply if you can travel there daily. There's a probation period of three months before the contract is confirmed.

What your day looks like

Build rosters and forecast call volumes in the workforce tool.
Run morning huddles and share yesterday's stats with your team.
Resolve formal complaints and draft replies for the ombud when needed.
Manage absenteeism and hold return-to-work chats.
Keep disciplinary records fair and in line with the BCEA and company code.
Listen to call recordings and score them on the quality form.

Must-haves

Know your way around contact centre metrics
Written English good enough for client reports
Matric, with a relevant diploma an advantage
Strong Excel: pivot tables, VLOOKUP and simple charts

Helpful, not essential

Labour relations basics from a short course
COPC or similar contact centre standards exposure

On offer

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

Applying, step by step

Make sure the role, the hours and working in Boksburg really suit you before you apply.
Get these ready, because shortlisted people are asked for them straight away: two references, including a former manager, a CV showing team size and results you managed plus your highest qualification.
Send your details with the form below. Add one or two lines about similar work you've done.
If you're shortlisted you'll hear from us within 6 working days, usually by phone.

How2Apply recruits for this position on behalf of hiring employers around Boksburg; applications go into our talent pool and shortlisted candidates are introduced directly.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

Before you hit apply

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.