Quality Assurance Assessor (Contact Centre)

You'll lead, coach and track a team of 12 to 18 agents at a medical scheme call centre in Pretoria East. People who do well here are steady, honest and not scared to ask when something is unclear.

Home base is a medical scheme call centre on the Pretoria East side of Gauteng. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Manage absenteeism and hold return-to-work chats.
• Take escalated calls that agents cannot resolve.
• Report weekly on service level, AHT, CSAT and attrition.
• Watch real-time queues and move agents between skills when volumes spike.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Build rosters and forecast call volumes in the workforce tool.
• Give one-on-one feedback with a clear action and a follow-up date.

• Flexible for shift cover across the week
• Know your way around contact centre metrics
• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through

• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys

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

• 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.