how2apply

Quality Assurance Assessor (Contact Centre) – Immediate Start

How2Apply Talent Network

Prospecton, KwaZulu-Natal

Full-time

Posted 1 day ago

Full-time Customer Service & Call Centre

R20 000 – R24 250/month

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Job Description

Great agents need great coaching, and this insurance contact centre in Prospecton wants you to provide it. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

You'll be based at an insurance contact centre in Prospecton. Living nearby, or on a taxi route to it, really helps. You'll start with a short induction before working on your own.

The work, day to day

Listen to call recordings and score them on the quality form.
Build rosters and forecast call volumes in the workforce tool.
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.

You'll need

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

Extra points for

Labour relations basics from a short course
Workforce tools such as NICE, Verint or Genesys
COPC or similar contact centre standards exposure

On offer

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

How to apply for this job

Check you meet the must-haves first; recruiters filter on those before anything else.
Get these ready, because shortlisted people are asked for them straight away: two references, including a former manager, a CV showing team size and results you managed plus certified copy of your smart ID card or green ID book.
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 5 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.

Tips to get shortlisted

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").