Quality Assurance Assessor (Contact Centre)

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

You'll be based at a medical scheme call centre in Paarl. Living nearby, or on a taxi route to it, really helps. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Listen to call recordings and score them on the quality form.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Manage absenteeism and hold return-to-work chats.
• Take escalated calls that agents cannot resolve.
• Build rosters and forecast call volumes in the workforce tool.
• Give one-on-one feedback with a clear action and a follow-up date.
• Run morning huddles and share yesterday's stats with your team.

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

• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate

• Team performance bonus paid quarterly
• Management development programme
• Medical aid and retirement fund contributions

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").