how2apply

Quality Assurance Assessor (Contact Centre) – Experienced

How2Apply Talent Network

Johannesburg CBD, Gauteng

Contract

Posted 2 hours ago

Contract Customer Service & Call Centre

R22 500 – R29 000/month

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Job Description

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Johannesburg CBD. You'll work with a small crew, so being easy to work with matters as much as skill.

Location: Johannesburg CBD, Gauteng. Applicants who already live in the area get looked at first.

What you'll actually do

Take escalated calls that agents cannot resolve.
Run morning huddles and share yesterday's stats with your team.
Report weekly on service level, AHT, CSAT and attrition.
Manage absenteeism and hold return-to-work chats.
Watch real-time queues and move agents between skills when volumes spike.

You'll need

At least 2 years as an agent and 1 year coaching or supervising
Know your way around contact centre metrics
Written English good enough for client reports
Strong Excel: pivot tables, VLOOKUP and simple charts
Flexible for shift cover across the week
You can give tough feedback kindly and follow through

Nice if you have

Labour relations basics from a short course
COPC or similar contact centre standards exposure

What you get

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

How to apply

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Keep copies of these ready to send: 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 6 working days, usually by phone.

How2Apply recruits for this position on behalf of hiring employers around Johannesburg CBD; applications go into our talent pool and shortlisted candidates are introduced directly.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

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.
Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").