Quality Assurance Assessor (Contact Centre)

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Brakpan. You don't need to be the loudest person in the room, just the one others can count on.

This post is Brakpan-based, with most of your time spent at an insurance contact centre. Start date: as soon as possible for the right person.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Listen to call recordings and score them on the quality form.
• Manage absenteeism and hold return-to-work chats.
• Take escalated calls that agents cannot resolve.
• Give one-on-one feedback with a clear action and a follow-up date.
• Run morning huddles and share yesterday's stats with your team.
• Resolve formal complaints and draft replies for the ombud when needed.

• At least 2 years as an agent and 1 year coaching or supervising
• You can give tough feedback kindly and follow through
• Written English good enough for client reports
• Flexible for shift cover across the week

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

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

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").