Quality Assurance Assessor (Contact Centre)

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Johannesburg CBD. You don't need to be the loudest person in the room, just the one others can count on.

You'll report in Johannesburg CBD. Relocation is not covered for this one. You'll start with a short induction before working on your own.

• Run morning huddles and share yesterday's stats with your team.
• Build rosters and forecast call volumes in the workforce tool.
• Manage absenteeism and hold return-to-work chats.
• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.
• Report weekly on service level, AHT, CSAT and attrition.
• Listen to call recordings and score them on the quality form.

• You can give tough feedback kindly and follow through
• Flexible for shift cover across the week
• Strong Excel: pivot tables, VLOOKUP and simple charts
• At least 2 years as an agent and 1 year coaching or supervising

• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys

• Laptop and data for remote reporting days
• Management development programme
• Medical aid and retirement fund contributions

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