Quality Assurance Assessor (Contact Centre)

You'll lead, coach and track a team of 12 to 18 agents at an e-commerce support hub in Kempton Park. Good for someone who wants to build a solid track record they can put on their CV.

The site is in Kempton Park; early starts mean public transport timing matters, so check your route before applying.

• Resolve formal complaints and draft replies for the ombud when needed.
• 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.
• Give one-on-one feedback with a clear action and a follow-up date.
• Build rosters and forecast call volumes in the workforce tool.
• Manage absenteeism and hold return-to-work chats.

• You can give tough feedback kindly and follow through
• Flexible for shift cover across the week
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Know your way around contact centre metrics
• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising

• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys
• A coaching or facilitation certificate

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.