Quality Assurance Assessor (Contact Centre)

At this offshore outsourcing centre in Roodepoort, 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.

The site is in Roodepoort; early starts mean public transport timing matters, so check your route before applying. The first two weeks are spent shadowing someone experienced.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.
• Report weekly on service level, AHT, CSAT and attrition.
• Give one-on-one feedback with a clear action and a follow-up date.
• Watch real-time queues and move agents between skills when volumes spike.

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

• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys

• Management development programme
• Laptop and data for remote reporting days
• Medical aid and retirement fund contributions

• 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.