how2apply

Quality Assurance Assessor (Contact Centre) – Permanent

How2Apply Talent Network

Roodepoort, Gauteng

Full-time

Posted 49 min ago

Full-time Customer Service & Call Centre

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Job Description

Great agents need great coaching, and this insurance contact centre in Roodepoort wants you to provide it. You'll work with a small crew, so being easy to work with matters as much as skill.

You'll be based at an insurance contact centre in Roodepoort. Living nearby, or on a taxi route to it, really helps.

What you'll actually do

Watch real-time queues and move agents between skills when volumes spike.
Listen to call recordings and score them on the quality form.
Give one-on-one feedback with a clear action and a follow-up date.
Report weekly on service level, AHT, CSAT and attrition.
Keep disciplinary records fair and in line with the BCEA and company code.
Take escalated calls that agents cannot resolve.
Build rosters and forecast call volumes in the workforce tool.

Must-haves

Strong Excel: pivot tables, VLOOKUP and simple charts
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
Know your way around contact centre metrics
You can give tough feedback kindly and follow through

Nice if you have

Labour relations basics from a short course
A coaching or facilitation certificate
Workforce tools such as NICE, Verint or Genesys

On offer

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

How to apply for this job

Make sure the role, the hours and working in Roodepoort really suit you before you apply.
Get these ready, because shortlisted people are asked for them straight away: 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 5 working days, usually by phone.

How2Apply recruits for this position on behalf of hiring employers around Roodepoort; 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.

Before you hit apply

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.