Quality Assurance Assessor (Contact Centre)

Great agents need great coaching, and this insurance contact centre in Germiston wants you to provide it. You'll work with a small crew, so being easy to work with matters as much as skill.

The work is in Germiston, Gauteng, so you'll need a reliable way to get there every day. There's a probation period of three months before the contract is confirmed.

• Give one-on-one feedback with a clear action and a follow-up date.
• Resolve formal complaints and draft replies for the ombud when needed.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Watch real-time queues and move agents between skills when volumes spike.
• Manage absenteeism and hold return-to-work chats.

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

• COPC or similar contact centre standards exposure
• Labour relations basics from a short course
• A coaching or facilitation certificate

• Team performance bonus paid quarterly
• Laptop and data for remote reporting days
• 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.
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.