Quality Assurance Assessor (Contact Centre)

At this medical scheme call centre in George, you'll turn call data into better service. Bring a calm head on busy days and you'll be fine.

This post is in George (Western Cape). Please only apply if you can travel there daily. Shifts rotate, so you'll need to be flexible about days and nights.

• 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.
• Manage absenteeism and hold return-to-work chats.
• Report weekly on service level, AHT, CSAT and attrition.
• Listen to call recordings and score them on the quality form.
• Build rosters and forecast call volumes in the workforce tool.
• Run morning huddles and share yesterday's stats with your team.

• At least 2 years as an agent and 1 year coaching or supervising
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through
• Written English good enough for client reports

• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys
• Labour relations basics from a short course

• Management development programme
• Team performance bonus paid quarterly
• Medical aid and retirement fund contributions

• 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").