Quality Assurance Assessor (Contact Centre)

This is the next step up from the phones: running numbers and people at a medical scheme call centre in Mamelodi. This is a good step for someone who wants proper routine and a manager who notices good work.

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

• Run morning huddles and share yesterday's stats with your team.
• Report weekly on service level, AHT, CSAT and attrition.
• Watch real-time queues and move agents between skills when volumes spike.
• Listen to call recordings and score them on the quality form.
• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.

• Flexible for shift cover across the week
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics
• Written English good enough for client reports
• You can give tough feedback kindly and follow through

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

• 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.