Quality Assurance Assessor (Contact Centre)

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

This post is in Richards Bay (KwaZulu-Natal). Please only apply if you can travel there daily. The first two weeks are spent shadowing someone experienced.

• Take escalated calls that agents cannot resolve.
• Report weekly on service level, AHT, CSAT and attrition.
• Run morning huddles and share yesterday's stats with your team.
• Build rosters and forecast call volumes in the workforce tool.
• Resolve formal complaints and draft replies for the ombud when needed.
• Give one-on-one feedback with a clear action and a follow-up date.
• Manage absenteeism and hold return-to-work chats.

• Matric, with a relevant diploma an advantage
• Flexible for shift cover across the week
• Strong Excel: pivot tables, VLOOKUP and simple charts
• At least 2 years as an agent and 1 year coaching or supervising
• Know your way around contact centre metrics

• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys

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

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.