how2apply

Quality Assurance Assessor (Contact Centre)

How2Apply Talent Network

Klerksdorp, North West

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

R17 500 – R24 750/month

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Job Description

Great agents need great coaching, and this bank customer experience unit in Klerksdorp wants you to provide it. You'll work with a small crew, so being easy to work with matters as much as skill.

Home base is a bank customer experience unit on the Klerksdorp side of North West.

What you'll actually do

Run morning huddles and share yesterday's stats with your team.
Keep disciplinary records fair and in line with the BCEA and company code.
Build rosters and forecast call volumes in the workforce tool.
Listen to call recordings and score them on the quality form.
Give one-on-one feedback with a clear action and a follow-up date.

What you need

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
Written English good enough for client reports

Helpful, not essential

Workforce tools such as NICE, Verint or Genesys
Labour relations basics from a short course

What's in it for you

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

How to apply for this job

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Have the following on hand (clear photos on your phone are fine at first): two references, including a former manager, a CV showing team size and results you managed plus your highest qualification.
Send your details with the form below. Add one or two lines about similar work you've done.
If you're shortlisted you'll hear from us within 7 working days, usually by phone.

How2Apply recruits for this position on behalf of hiring employers around Klerksdorp; 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.

Before you hit apply

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.