how2apply

Quality Assurance Assessor (Contact Centre) – Experienced

How2Apply Talent Network

Cape Town CBD, Western Cape

Full-time

Posted 59 min ago

Full-time Customer Service & Call Centre

R21 250 – R28 500/month

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Job Description

Great agents need great coaching, and this medical scheme call centre in Cape Town CBD wants you to provide it. It suits someone who likes knowing exactly what a good day's work looks like.

You'll report in Cape Town CBD. Relocation is not covered for this one.

The work, day to day

Take escalated calls that agents cannot resolve.
Run morning huddles and share yesterday's stats with your team.
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.

You'll need

Written English good enough for client reports
Flexible for shift cover across the week
Matric, with a relevant diploma an advantage
Know your way around contact centre metrics
You can give tough feedback kindly and follow through

Nice if you have

Labour relations basics from a short course
A coaching or facilitation certificate

On offer

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.
Get these ready, because shortlisted people are asked for them straight away: a CV showing team size and results you managed, certified copy of your smart ID card or green ID book plus two references, including a former manager.
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 7 working days, usually by phone.

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

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

Before you hit apply

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").