how2apply

Quality Assurance Assessor (Contact Centre)

How2Apply Talent Network

Pietermaritzburg, KwaZulu-Natal

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

Great agents need great coaching, and this e-commerce support hub in Pietermaritzburg wants you to provide it. Expect to be trusted with real work from your first week.

You'll be based at an e-commerce support hub in Pietermaritzburg. Living nearby, or on a taxi route to it, really helps. Overtime comes up in peak season and is paid.

What you'll actually do

Manage absenteeism and hold return-to-work chats.
Report weekly on service level, AHT, CSAT and attrition.
Listen to call recordings and score them on the quality form.
Watch real-time queues and move agents between skills when volumes spike.
Run morning huddles and share yesterday's stats with your team.
Give one-on-one feedback with a clear action and a follow-up date.

You'll need

Know your way around contact centre metrics
Matric, with a relevant diploma an advantage
Written English good enough for client reports
At least 2 years as an agent and 1 year coaching or supervising

Extra points for

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

What you get

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

Applying, step by step

Make sure the role, the hours and working in Pietermaritzburg really suit you before you apply.
Have the following on hand (clear photos on your phone are fine at first): two references, including a former manager plus a CV showing team size and results you managed.
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 8 working days, usually by phone.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Pietermaritzburg.

Applying is free. Nobody from How2Apply will ever ask you to pay for anything to get this job.

Tips to get shortlisted

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.