how2apply

Quality Assurance Assessor (Contact Centre)

How2Apply Talent Network

Durban Central, KwaZulu-Natal

Full-time

Posted 1 day ago

Full-time Customer Service & Call Centre

Apply for this job

Job Description

Great agents need great coaching, and this e-commerce support hub in Durban Central wants you to provide it. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

Home base is an e-commerce support hub on the Durban Central side of KwaZulu-Natal. The first two weeks are spent shadowing someone experienced.

What you'll actually do

Resolve formal complaints and draft replies for the ombud when needed.
Manage absenteeism and hold return-to-work chats.
Give one-on-one feedback with a clear action and a follow-up date.
Report weekly on service level, AHT, CSAT and attrition.
Build rosters and forecast call volumes in the workforce tool.
Keep disciplinary records fair and in line with the BCEA and company code.

Must-haves

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

Helpful, not essential

Labour relations basics from a short course
Workforce tools such as NICE, Verint or Genesys

What you get

Team performance bonus paid quarterly
Laptop and data for remote reporting days
Management development programme

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: two references, including a former manager, a CV showing team size and results you managed plus your highest qualification.
Use the form on this page. It takes about two minutes and you don't need to upload anything yet.
If you're shortlisted you'll hear from us within 9 working days, usually by phone.

How2Apply recruits for this position on behalf of hiring employers around Durban Central; 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.

Tips to get shortlisted

Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.