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Quality Assurance Assessor (Contact Centre)

How2Apply Talent Network

Randburg, Gauteng

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

At this medical scheme call centre in Randburg, you'll turn call data into better service. You don't need to be the loudest person in the room, just the one others can count on.

You'll report in Randburg. Relocation is not covered for this one. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

What you'll actually do

Listen to call recordings and score them on the quality form.
Build rosters and forecast call volumes in the workforce tool.
Keep disciplinary records fair and in line with the BCEA and company code.
Watch real-time queues and move agents between skills when volumes spike.
Give one-on-one feedback with a clear action and a follow-up date.
Report weekly on service level, AHT, CSAT and attrition.

Must-haves

Matric, with a relevant diploma an advantage
Strong Excel: pivot tables, VLOOKUP and simple charts
You can give tough feedback kindly and follow through
At least 2 years as an agent and 1 year coaching or supervising

What's in it for you

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

Applying, step by step

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Have the following on hand (clear photos on your phone are fine at first): your highest qualification, a CV showing team size and results you managed plus two references, including a former manager.
Use the form on this page. It takes about two minutes and you don't need to upload anything yet.
If you're shortlisted you'll hear from us within 6 working days, usually by phone.

How2Apply recruits for this position on behalf of hiring employers around Randburg; applications go into our talent pool and shortlisted candidates are introduced directly.

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

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").