Quality Assurance Assessor (Contact Centre)

This is the next step up from the phones: running numbers and people at an e-commerce support hub in Krugersdorp. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

The site is in Krugersdorp; early starts mean public transport timing matters, so check your route before applying. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Take escalated calls that agents cannot resolve.
• Manage absenteeism and hold return-to-work chats.
• Resolve formal complaints and draft replies for the ombud when needed.
• Keep disciplinary records fair and in line with the BCEA and company code.
• 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.
• Report weekly on service level, AHT, CSAT and attrition.

• Flexible for shift cover across the week
• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through
• At least 2 years as an agent and 1 year coaching or supervising
• Matric, with a relevant diploma an advantage
• Written English good enough for client reports

• Labour relations basics from a short course
• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys

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

• 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.