Quality Assurance Assessor (Contact Centre)

At this medical scheme call centre in Midrand, you'll turn call data into better service. Bring a calm head on busy days and you'll be fine.

This post is Midrand-based, with most of your time spent at a medical scheme call centre.

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

• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising
• Flexible for shift cover across the week
• Know your way around contact centre metrics

• A coaching or facilitation certificate
• COPC or similar contact centre standards exposure
• Labour relations basics from a short course

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

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