Quality Assurance Assessor (Contact Centre)

At this offshore outsourcing centre in Rosslyn, you'll turn call data into better service. It's the kind of job where doing the basics well every day gets you noticed.

This post is in Rosslyn (Gauteng). Please only apply if you can travel there daily.

• Build rosters and forecast call volumes in the workforce tool.
• Manage absenteeism and hold return-to-work chats.
• Watch real-time queues and move agents between skills when volumes spike.
• Listen to call recordings and score them on the quality form.
• Resolve formal complaints and draft replies for the ombud when needed.
• Report weekly on service level, AHT, CSAT and attrition.

• 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
• Matric, with a relevant diploma an advantage
• Strong Excel: pivot tables, VLOOKUP and simple charts
• You can give tough feedback kindly and follow through

• A coaching or facilitation certificate
• Labour relations basics from a short course

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

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