how2apply

Quality Assurance Assessor (Contact Centre)

How2Apply Talent Network

Prospecton, 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 Prospecton wants you to provide it. You'll work with a small crew, so being easy to work with matters as much as skill.

This post is Prospecton-based, with most of your time spent at an e-commerce support hub.

What you'll actually do

Resolve formal complaints and draft replies for the ombud when needed.
Report weekly on service level, AHT, CSAT and attrition.
Listen to call recordings and score them on the quality form.
Build rosters and forecast call volumes in the workforce tool.
Manage absenteeism and hold return-to-work chats.
Watch real-time queues and move agents between skills when volumes spike.
Take escalated calls that agents cannot resolve.

You'll need

Know your way around contact centre metrics
Matric, with a relevant diploma an advantage
At least 2 years as an agent and 1 year coaching or supervising
You can give tough feedback kindly and follow through
Flexible for shift cover across the week

Extra points for

A coaching or facilitation certificate
Labour relations basics from a short course
Workforce tools such as NICE, Verint or Genesys

What you get

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

How to apply

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Get these ready, because shortlisted people are asked for them straight away: a CV showing team size and results you managed plus your highest qualification.
Fill in the short form below with your name and a phone number you actually answer.
If you're shortlisted you'll hear from us within 7 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 Prospecton.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

How to stand out

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.