Quality Assurance Assessor (Contact Centre) – Fixed-Term

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Roodepoort. You'll work with a small crew, so being easy to work with matters as much as skill.

This post is in Roodepoort (Gauteng). Please only apply if you can travel there daily. Shifts rotate, so you'll need to be flexible about days and nights.

• Report weekly on service level, AHT, CSAT and attrition.
• Resolve formal complaints and draft replies for the ombud when needed.
• Build rosters and forecast call volumes in the workforce tool.
• Manage absenteeism and hold return-to-work chats.
• Give one-on-one feedback with a clear action and a follow-up date.

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

• Management development programme
• Laptop and data for remote reporting days
• Team performance bonus paid quarterly

• 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.