Quality Assurance Assessor (Contact Centre)

Great agents need great coaching, and this offshore outsourcing centre in Epping wants you to provide it. It suits someone who likes knowing exactly what a good day's work looks like.

Location: Epping, Western Cape. Applicants who already live in the area get looked at first. Weekend work is on a roster, so you won't be on every weekend.

• Manage absenteeism and hold return-to-work chats.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Give one-on-one feedback with a clear action and a follow-up date.
• Take escalated calls that agents cannot resolve.
• Build rosters and forecast call volumes in the workforce tool.
• Resolve formal complaints and draft replies for the ombud when needed.
• Report weekly on service level, AHT, CSAT and attrition.

• Written English good enough for client reports
• Flexible for shift cover across the week
• You can give tough feedback kindly and follow through
• Strong Excel: pivot tables, VLOOKUP and simple charts

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

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