Quality Assurance Assessor (Contact Centre)

This is the next step up from the phones: running numbers and people at an insurance contact centre in Somerset West. This role rewards consistency more than flash.

You'll be based at an insurance contact centre in Somerset West. Living nearby, or on a taxi route to it, really helps. Shifts rotate, so you'll need to be flexible about days and nights.

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

• At least 2 years as an agent and 1 year coaching or supervising
• Know your way around contact centre metrics
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports
• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through

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

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

• 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.