how2apply

Quality Assurance Assessor (Contact Centre)

How2Apply Talent Network

East London, Eastern Cape

Full-time

Posted 1 day ago

Full-time Customer Service & Call Centre

R16 500 – R21 750/month

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Job Description

This is the next step up from the phones: running numbers and people at an insurance contact centre in East London. If you like clear targets and knowing where you stand, this is for you.

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

What you'll actually do

Manage absenteeism and hold return-to-work chats.
Resolve formal complaints and draft replies for the ombud when needed.
Run morning huddles and share yesterday's stats with your team.
Give one-on-one feedback with a clear action and a follow-up date.
Listen to call recordings and score them on the quality form.
Watch real-time queues and move agents between skills when volumes spike.

You'll need

You can give tough feedback kindly and follow through
Know your way around contact centre metrics
Strong Excel: pivot tables, VLOOKUP and simple charts
Matric, with a relevant diploma an advantage

What you get

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

How to apply

Make sure the role, the hours and working in East London really suit you before you apply.
Keep copies of these ready to send: two references, including a former manager, your highest qualification plus a CV showing team size and results you managed.
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 East London; 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

Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").